Tier 3 Technical Support Engineer

DescriptionTo join our global Technical Support department, we are seeking a Tier 3 Technical Support Engineer.Responsibilities

• Being an integral part of the global Tier 3 team - leading in your area of expertise, training others in the team, gaining knowledge in other areas
• Troubleshooting complicated SW/HW/Network issues escalated from T2 to find the root cause and to provide suggested workarounds and permanent solutions
• Designing and validating cross platform solutions
• Working closely with R&D to analyze complicated network issues
• Simulate in lab scenarios coming from the field based on customer configurations with required equipment – routers/switches/test equipment
• Provide on-site troubleshooting when required
• Maintain a strong Interface and become a product knowledge center with various company departments - Product Line Management, R&D, technical pre-sale and other departments to address customer’s issues in the most effective manner

• B.Sc. in Electrical Engineering/Computer Science
• 2+ years' experience in providing technical support – preferred in the Telecom industry
• In-depth understanding of L3 and L2 protocols (Ethernet, MPLS, OSPF, IS-IS, BGP
• Hands on experience with configuring IP/network equipment such as routers and switches
• Data test equipment operating– Using Traffic generator and Sniffer, understand the configuration and analyze the results
• Fluent English
• High service awareness and experience in working with customers and inter-company relations between all departments
• Willingness to travel abroad (10-20%)
• CCNA/JNCIA or any other Cisco/Juniper certification - Advantage