Support Engineer - Azure Networking
For our client, the biggest American software company the in the world, we are looking for a Support Engineer for a remote 18 months contract period.
Responsible for the customer support experience;
Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming);
Identify cases that require escalation (either technically or strategically) ;
Create and maintain incident management requests to product group/engineering group;
Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience;
Provide ramp activities, knowledge sharing, technical coaching and mentoring;
Drive technical collaboration & engagement outside of CSS (Product Engineering teams/Services/Support/Regions);
Lead or participate in building communities with peer delivery roles; may be workload or specialty specific .
Strong knowledge and understanding of TCP/IP protocols and OSI model;
Experience with Infrastructure / Network Administration;
Expertise troubleshooting large Network Environments and familiarity with packet sniffers: Wireshark or Network Monitor/Message Analyzer;
Fundamental awareness of Private, Hybrid, Public Cloud, OS : Windows and/or Linux, Virtualization of SDN technologies;
Knowledge and understanding of VPN, IPsec, DHCP, DNS, HTTP/s, MPLS/BGP/Layer3/Layer2;
Hands-on experience of Proxy and Firewall;
English Language: confident in reading, writing, and speaking.