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| Company: |
SonicWALL |
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| Job Title: |
Techncial Support Engineer |
| Job category: |
Customer Service |
| Job Location: |
South West London - London - UK England |
| Job Reference Number: |
PS-TS1-UK |
| Job Description: |
The European Support Center is located in Chertsey, England (outside of London) and will be responsible for providing support to Enterprise, SMB line of business and SonicWALL eco-system partners in multiple European Languages.
Responsibilities
• Assist customers with deployment of SonicWALL network security products like firewall, IPS/IPS and VPN solutions
• Provide technical solutions and workarounds for end users on the Level 1 Calls on the respective product line
• Take ownership of cases from web, phone and drives resolutions working with senior support engineers
• Ensure that he/she is available to work in shifts and flexible with overall coverage for technical support
• Document relevant information and ensure that the customer is communicated in a timely manner regarding the overall progress of the case
• Resolve customer reported issues while working closely with the Engineering, SE and other cross functional teams and provide feedback to the Engineering for improving the product quality and reliability
• Ensure that the work performed meets the quality within acceptable time schedules and meets the customer commitments while working with the Technical Support team members and management, Engineering and other cross functional teams
• Ensure that customers are treated with highest degree of respect and drive operational excellence through quality closures and proper escalation of issues
• Work closely with the Engineering and the Product Marketing teams on the New Technology introductions and remain technically competent with all the SonicWALL products
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Skills Required:: |
• Must be fluent in one of the European languages (German, Italian, French, Spanish) and English.
• Willing to work on 24x7x365 coverage
• Strong customer orientation and possess an excellent work ethic
• Excellent communications skills and be in a position to work under pressure with calmness and composure
For UTM
• Solid understanding of LAN & WAN Network topologies, in-depth knowledge of OSI Model, subnetting IPV6, TCP/IP Protocol Suite, LAN/WAN access technologies, Internet Security Architectures and Routing Protocols routing protocols like OSPF, RIP, BGP, firewall, IDS/IPS
• Experience with installation, configuration and management of network security products (Firewalls, IPS, VPNs ) and also Internet devices like Routers, Switches, Load Balancers, Application Proxies, etc., is required. Work experience relating to supporting wireless products 802.11 a/b/g is considered a plus
• Excellent understanding of Linux, Microsoft applications, Active Directory and protocols like SMTP, FTP, Telenet etc. Work independently and also in a team with strong troubleshooting and diagnostic skills applicable for medium to enterprise networks
For Email Security
• Knowledge of the network protocols: TCP/IP, SMTP, DNS and DNS Records, DHCP, PoP3/IMAP, OSI, VPN (Basics), SSL, Firewalls.
• Good troubleshooting skills with proven ability in trouble shooting, routing and resolution of the issues and debug data analysis. Preferably with work experience in using network analyzers and trouble shooting Mail/Application servers.
• Working knowledge in Microsoft network protocols: Active Directory, LDAP, Basics of Exchange Server 2000, 2003, 2007.
• Administration experience of Linux/Windows Servers, Exchange/Apache Servers, Routers, Applications Load balancers and Net-App filers will be a big plus.
For Enterprise Ssl Vpn
• Windows 2003 and 2008 server admin experience - Installation, Configuration and Usage
• Excellent understanding of Microsoft applications, Active Directory, TCP/IP protocols like LDAP, HTTP, SSL, SMTP, FTP, Telnet, DHCP, DNS. Work independently and also in a team with strong troubleshooting and diagnostic skills applicable for enterprise networks.
• Basic understanding of Exchange 2003 and 2007 servers
• Good understanding of LAN/WAN technologies and network devices (Switches, Routers)
• Good knowledge on Linux based Server Operating Systems – Red hat, Debian, Ubuntu etc
• Should be familiar in using network analyzer tools to troubleshoot complicated network issues
• Working knowledge on applications like Citrix, Share point and Lotus Domino will be an added advantage
• Should be very familiar in client side operating systems – Windows XP, Windows Vista, Linux, Macintosh (Installation, Configuration, Usage, Troubleshooting)
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Language Requirements: |
English-Very GoodFrench-Very GoodGerman-Very GoodSpanish-Very GoodOther: Must be fluent in English and one of the European languages (German, Italian, French, Spanish) |
| Employment Type: |
Full Time |
| Yearly Salary: |
Unspecified |
| Posting Date: |
2009-06-11 |
| Level of Education: |
Bachelor |
| Years of Work Experience: |
1 to 2 Years |
| Job also available in: |
Chertsey |
| Company: |
SonicWALL |
| Contact Name: |
SonicWALL |
| Preferred Method of Contact: |
E-mail |
| Preferred Language of Resume/Application: |
English |
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