Network Support Engineer - Boston, MA or Ann Arbor, MI – 90K to 130K
Hybrid, 2nd Shift: 1:00 PM - 9:00 PM, Monday – Friday
Compensation commensurate with experience, bonus, benefits. Candidates must be U.S. citizens or nationals, refugees, asylees, or lawful permanent residents.
RESPONSIBILITIES
- Troubleshooting, diagnosing, and resolving technical customer issues associated with company networks’ equipment.
- Handling and resolving new customer cases via Support CRM System.
- Replicating issues and testing customer configurations in a lab environment.
- Recreating, tracking, and verifying software defects in the field or under lab conditions reported by customers.
- Interfacing with other technical support personnel, engineering, and product management to escalate and resolve issues.
- Providing feedback from customers to product management and engineering teams via appropriate systems.
- Handling customer technical escalations.
- Authoring technical knowledgebase articles for use by other technical support personnel and/or customers and partners.
- Participating in off-hours on-call rotation if needed.
- Traveling, as required, to customer sites to resolve customer issues.
- Establishing and maintaining strong working relationships with key internal and customer personnel.
- Providing outstanding customer service and demonstrating advanced written and verbal communication skills.
- Exhibiting strong interpersonal, teamwork, process development, and network troubleshooting skills.
QUALIFICATIONS
- Bachelor’s degree and experience in technical support functions with a strong understanding of telecom network and routing environments.
- Intermediate knowledge of Linux and/or Solaris Operating Systems.
- Advanced Networking Skills, including:
- IP subnetting and supernetting, hierarchical routing principles.
- Routing protocol operation (OSPF, IS-IS, BGP-4).
- Routing policies at BGP peering points.
- VPNs and associated tunneling technologies (L2TP, MPLS, etc.).
- Hands-on configuration experience with Cisco and Juniper switches and routers preferred.
- Understanding of TCP Protocols and Web (HTTP, HTTPS), API (SOAP, XML, REST), Email (POP/POP3, SMTP, IMAP/IMAP4), Database (MySQL, MS SQL, Oracle), and other protocols (Telnet, SSH, FTP).
- Knowledge of and/or ability to learn up to intermediate level of Python.
Diversity and EOE Statements
Our clients are committed to an inclusive workplace where we do not discriminate based on race, sex, gender, national origin, religion, sexual orientation, gender identity, marital or familial status, age, ancestry, disability, genetic information, or any other characteristic protected by applicable laws. They believe in diversity and encourage any qualified individual to apply. They are an equal employment opportunity employer.
BlueSkyClarity proudly believes that your gender, race, nationality, religion, sexual orientation, status as a protected veteran, or status as an individual with a disability should have nothing to do with hiring practices. We are an EOE agency that seeks to increase our client’s diversity recruitment and hiring.
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