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| Company: |
SonicWALL |
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| Job Title: |
Sr. Technical Support Engineer |
| Job category: |
Customer Service |
| Job Location: |
South West London - London - UK England |
| Job Reference Number: |
PS-TS2-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
• Receive escalated and technically complex customer reported issues and maintain the ownership of the issue until it is completely resolved
• 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
• Setup the test environments as necessary for replication of the customer reported issues and provide the documentation on these setups to the Engineering teams
• Provide technical solutions and workarounds for customers problem situations escalated from L1 Support Engineers on the respective product line and at times helping all the junior engineers
• 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
• Candidate should work closely with the Engineering and other cross functional teams to replicate the issues reported by the customers, validate the bug fixes provided through various patch releases and resolve the customer issues in a professional manner
• Running specific data analysis reports on daily/weekly basis
• Maintain the support lab infrastructure and ensure uptime
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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
• Ability to ensure that overall operations run smoothly and to achieve/exceed the total company commitment to customer satisfaction goals is required
• Ability to take Escalations from L1/L2 engineers and closely work with Engineering and cross functional teams to ensure that the quality of service provided to SonicWALL customers meets or exceeds the SLAs
• Ability to conduct training sessions to Engineers on different Technologies
• Good organizational skills, self driven with ability to multi-task on various projects.
• Possess aptitude to learn new technologies with strong flexibility and adaptability to the changing work environments.
• Interpersonal skills and ability to interact and work with staff at all levels.
• Work independently and also in a team with strong trouble shooting and diagnostic skills applicable for medium to enterprise networks
• Must have a strong customer orientation and should possess an excellent work ethic.
For UTM
• In-depth knowledge of OSI Model, subnetting, supernetting, IPV6
• Ability to work on cross functional technologies and to adapt to rapid changing environment and acquire cross functional skills
• Strong understanding of LAN & WAN Network topologies, in-depth knowledge of TCP/IP Protocol Suite, LAN/WAN access technologies, Internet Security Architectures and network protocols, routing protocols such as OSPF, RIP, BGP, Firewall, IDS/IPS
• Working experience with the implementation, 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
• Recent experience with the implementation, 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.
• Experience in Security Engineering in heterogeneous environments involving both Windows Networks including Active Directory, Radius, Digital Certificates and various flavors of Linux.
For Email Security
• Knowledge of the network protocols: TCP/IP, SMTP, DNS, NTP, DHCP, PoP3/IMAP
• Good knowledge on OSI Layers, 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.
• Good knowledge on LDAP and should have worked on Messaging Servers like Exchange, Lotus Domino and send mail etc.
• Administration experience of Linux/Windows Servers, Exchange/Apache Servers, Routers, Applications Load balancers and Net-App filers will be a big plus.
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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: |
5 to 7 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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