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Senior Support Engineer – Enterprise

Job Type: Full Time
Job Location: Chennai

Job Title: Senior Support Engineer – Enterprise   
Department: Inhouse Support Team
Job Location: Sholinganallur, Chennai (Work from Office only)
Years of experience: Minimum 2-year Work experience in IT Security Domain
Number of Positions – 1
Notice Period: 15-30 days / Immediate Joiners are preferred

Candidate Profile Requirement:

  • B.E. / B.Tech. , M.E. /M. Tech., or M. Sc. in Computer Science / Electronics Engineering / MCA
  • Excellent understanding of Enterprise Security products both Endpoint and gateway products
  • Experienced in IP networking, routing, connectivity, etc.
  • Minimum 2-year Work experience in IT Security Domain
  • Tools like Wireshark or any networking tools, Microsoft sys internal tools
  • Excellent knowledge of Operating system and Networking.
  • Must know to speak & understand Hindi

Brief Roles & Responsibility:

  • Responsible for handling Level 1 and Level 2 analysis, trouble shooting and resolution.
  • Responsible for handling product queries.
  • Handling all the communication related to the Level 3/Escalations.
  • Coordinating the issues internally with Threat Control lab and R&D team.
  • Responsible for maintaining and making available up-to-date Product information, supported product lists, technical information regarding products, troubleshooting information.
  • To interface with customer for all Enterprise CSRs
  • Emergency CSR handling on a 24/7 service level, with on call support.
  • Participate or organize Technical Call Bridge to address technical diagnostics & collaboration with customers and partners.
  • To execute tasks allocated by the reporting manager in a timely manner
  • Coordination with customer/partner SPOC for all technical aspects
  • Multitask and handle various tasks based on priority
  • Incident management, reporting, RCA preparation