Network Support Engineer Tier I – Saudi Arabi

Tech Support Engineer Tier I
Job Description
Are you ready to be part of a growing company that provides world-class services around network & security products and solutions? Do you have the skills to be part of the Network Management team that runs some of the largest organizations in the world? Do you have a passion for creative problem solving? You too, can be part of our community of talented employees who create the best experiences for our customers.
Our Network Division is seeking T1 Technical Support Engineers for the management of network products. The ideal candidate demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge.
Drive customer success and satisfaction by solving the complex business challenges with Security- Centric Solutions. Provide a differentiated service experience with customer – relevant outcomes through integrated solutions and proactive support. Enable Customers to operate and realize outcomes for solutions by innovative solutions.
What you’ll do
• Become a part of a core NOC network team
• Provide proactive assistance to network users
• Meet key metrics and goals centered around customer satisfaction
• Will specialized in network systems
• Troubleshoot network product issues of high complexity by quickly isolating and resolving issues.
• Be the main owner of opening, tracking and following up on the trouble ticketing system, assigning the proper severity level and communicating with the proper stakeholders from (customer, relevant T2/3 engineers or vendors are required) and manage the escalation process of open tickets
• Monitor network elements from the NOC
• Ensure the highest levels of availability of the solutions under their assigned AOR (area of responsibility)
• Log all resolutions and combine into unified BKM (Best Known Methods)
• Generate reports on a need bases and part of a scheduled process
Qualifications
Must have:
• 2+ experience in a comparable role
• Strong UNIX/Linux background and experience
• Strong Programming Skills (Python preferably)
• Strong working knowledge in Scripting Languages (Perl, Shell, etc.)
• Strong Networking skills
• Strong working and theoretical understanding of the OSI Layer model.
• Troubleshooting experience in solving complex technical problems
• Ability to communicate at multiple levels with customers (i.e. technical / management)
• Excellent at providing positive customer service
• Ability to support multiple products simultaneous
Desirable
• B.S.C. or Higher in Computer Science or related field
• Ability to read and understand scripts to locate where issues are occurring
• Understanding of device hardware
Preferred Certifications:
CCNA, CCNP, CEH, RHEL
Other Locations
Posting Statement
N/A
Position of Trust