Job Summary:
We are seeking a highly skilled and customer-focused Technical Support Engineer with strong expertise in System Administration and hands-on experience in Radio Frequency (RF) Communication. In this role, you will be responsible for providing technical support to our enterprise customers, troubleshooting complex issues, and serving as a subject matter expert for Vehere Security solutions.
Key Roles and Responsibilities:
- Conduct post sales installation, configuration, integration of HW & SW.
- Configure L2/L3 network.
- Providing L1/L2 Technical support to the client, analyse the client reported issue and fixed them in a variable time frame under SLA.
- Optical network installation, management, troubleshooting.
- Network operations, Site Monitoring & Troubleshooting.
- Report and escalate issues to management as needed.
- Respond to customer issues via email, ticketing systems, phone, or remote sessions.
- Collaborate with engineering, QA, and product teams to resolve complex technical issues and escalate bugs or feature requests.
- Conduct root cause analysis (RCA) and provide detailed and clear resolution paths.
- Primary point of contact and technical manager for all queries, deployment, planning and execution for above product ranges
- Prepare documentation, training articles for end customer & internal knowledge.
- Must be able to handle multiple sites simultaneously & open to travel.
- Adhere to high-quality work standards.
- Responsible for maintaining Confidentiality, Integrity and Availability of Vehere’s information assets including business critical information.
Skills and Experience:
- Bachelor’s degree in computer science, Electronics & Telecommunication, Information Technology, or related field, or equivalent experience
- 3+ years of experience in a Technical Support, Network Engineering role & Data-Centre management.
- Strong knowledge of Rack mountable Servers, Switches & other networking devices.
- Must have hands-on experience with optical networking infrastructure management & troubleshooting.
- Must have hands-on experience with installation & basic configuration of servers & switches.
- Proficiency in Operating system like Linux/Unix, Windows Desktop & server editions.
- Experience in EMS or any monitoring tool like Zabbix, PRTG and not limited to ones mentioned.
- Good in Communication, Coordination and liaising with Vendor, Customer & Internal teams.
- Must have hands-on experience in preparing HLD, LLD Documents & design network infrastructure diagram
- Working skills in MS Word, Excel and PPT. Good in written and verbal communication in English and Hindi.
