Trainee Engineer, NOC

Scale Computing

About The Position

Trainee/Associate Engineer will oversee daily operation of support desk functions that includes taking calls as first level support, entering the reported problems in the ticketing system, solving user problems, proper escalation of open problems and dealing with the customers. Will also participate in preventative maintenance, troubleshooting, configuring and providing technical support for end-users. Great candidates will look like this: A team player who can work well within the team and collaborate cross-functionally, especially in a remote environment. An excellent communicator who is efficient and effective with customers and colleagues via instant messages, email, video conferencing and in-person interactions.Enjoy troubleshooting and problem-solving analytically.

Requirements

Knowledge of at least some of the following: General computer systems PCs, laptops, mobile devices.
Current and recent Operating Systems Windows, Mac OS, Linux
Routing Protocols and concepts Static and Dynamic routing, Distance, Priority, routing table, Default Gateway
Switching Protocols and concepts VLAN, Trunks and link bonding, Spanning Tree and RSTP, MAC Address table,ARP.
Networking Protocols and concepts TCP, UDP, DHCP, DNS, VPN, ICMP, TELNET, SSH FTP, HTTP(s), IPSEC, SSL,etc.
Network troubleshooting tools such as PING, TRACEROUTE, NSLOOKUP, IPCONFIG, etc.
OSI Model – Advanced understanding of layers 1-4
Subnetting and Supernetting
Firewall rules and policies, Access Lists
Deep understanding of technical concepts within networking environments as well as security, risk and compliance.
Entry Level knowledge of Switches, Routers, Firewalls, and Networking in general is required.
Must be detail-oriented and must be able to work well in a team environment.
Bachelor’s degree (B.E./B.Tech/BCA) in a technical domain such as Computer Science, Telecommunication, Electronics & Communication, Information Technology, or a related field.
Minimum experience in the networking domain is preferred. (0-2 years)
Experience working in helpdesk or technical support is preferred.

Nice To Haves

Industry certifications like CompTIA Network+, CCNA, CCNP, JNCIA, Wireshark, etc. are preferred.

Responsibilities

Provide helpful and professional assistance to customers via phone, email and tickets.
Create or update support tickets as required for phone calls.
Document all calls, actions, and any relevant information in ticket notes.
Handle tickets created by customers via email.
Follow up on existing tickets proactively and within specified time frames.
Resolve or escalate tickets in a timely manner, within SLA guidelines.
Interact with other departments and teams, collaborating on tickets or solutions.
Evaluate customers’ needs and determine the appropriate action.
Troubleshoot complex technical issues with customers via phone.
Understand and follow security and other guidelines for customers’ accounts.
Process voicemails, creating or updating support tickets as necessary.
Write and send customized email responses to customers for specific situations.
Understand and adhere to Scale Computing policies and procedures.
Place outbound calls to resolve internally-detected issues.
Be professional and courteous at all times, especially when speaking or conversing with customers.