Senior Network Support Engineer

Job Description:

Responsibilities :

• Support all of Ubiquiti’s Unifi Network and Unifi OS product lines to diagnose and tackle various network-related and product-related issues reported by Ubiquiti customers.

• Provide support on customer cases with full accountability on escalation cases raised by the Tier 1 teams and facilitate discussions with the Product development teams (as and when needed).

• Investigate areas of misalignments or issues that are critical dead-ends and provide suggestions to mitigate them.

• Identify issues through support trends and suggest corrective actions to: o Prioritise resolution of specific high-touch issues. o Share ideas to enhance the product UX. o Provide suggestions to make the UI more intuitive.

• Perform their own lab recreates in our internal lab setup as part of the troubleshooting, as and when necessary.

• Provide support and mentoring to the Tier 1 team members in complex troubleshooting scenarios.

• Stay up to date on latest features and trending technology, participating in team communication, and keeping up with enterprise and networking trends

Required Technical Skills:

• Knowledge of the networking industry, products, and protocols.

• Knowledge of the following network protocols and technologies: TCP/IP and OSI model, IP Address and Subnetting, ARP, DHCP, DNS, POE (IEEE 802.3af/at/bt), ICMP, IPv4 & IPv6, and IEEE 802.1Q trunking, Wireless LAN Fundamentals, VPN, NAT/PAT, etc.

• Knowledge of troubleshooting utilities such as Ping, Traceroute, Wireshark (or similar packet capture and analysis tools) is highly desired. Required Interpersonal Skills:

• Proven work experience to troubleshoot complex and dynamic customer environments

Qualification:

• 1+ years of experience in computer networking-related problem-solving, critical thinking, and troubleshooting.

• Bachelor's/Master's Degree in Engineering/Computer Science/IT is preferred but not mandatory.

• Networking certifications are a plus.

Work Location & Shift: Gurgaon & Mumbai (Work from office)