Technical Support Engineer

Job Listing No: 9740000

Technical Support Engineer

Sydney, NSW – Provide remote technical support over ticket/call to our customers globally Analysis of support requests; completion of requests for information and documentation Collection, analysis and change recommendations of configuration information Collection and analysis of customer network information Collection and initial analysis of packet trace information Recommend actions based on analysis Customer education (gaps in networking, product knowledge etc.) Consultation of technical documentation, bulletins and release notes for known problem Reproduction of customer environments on lab equipment Follow up technical cases, escalate, and manage the right expectation until the closure of the cases QUALIFICATIONS: More than 5 years experience in a technical support role in a networking/security company Strong understanding of layer 2, layer 3, layer 4 and TCP/IP. Strong Understanding FTP, SIP/RTP, HTTP/HTTPS, SSL,TFTP, DNS, DHCP. Proficiency in routing protocols OSPF & BGP. Expe… – Permanent – Full-time

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