Junior Network Engineer

Job Title: Junior Network Engineer

Location: Bangalore, India

Responsibilities and Duties:

1.Installation Support: Plan and execute Firewall Installation either remotely or onsite based on management

preference. Installation need to be done in line with best practice followed with team.

2. Customer Service: Assist customers via various channels such as phone, email, to provide

seam less customer support experience while trouble shooting their issues related to Firewall and Network.

3. Issue Tickets Updates: Maintain detailed documentation of customer interactions, problems, solutions provided, and feedback in the provided issue tracking system for later reference and

deriving best practices.

4. Feedback Assistance : Relay customer feedback and recurring technical issues to product and

through reporting managers to management.

5. Continuous Learning: Stay updated with firewall features, updates, and new releases to provide accurate support. Stay updted with networking trends and other firewalls and appliances in the market.

6. Collaboration: Work closely with other support engineers, sales and IT Infra team to ensure timely and accurate resolution of customer issues, pre-sales demos and prospect enquiries

7. Training: Participate in training sessions and workshops to improve technical and soft skills.

8. Quality Adherence: Ensure all support activities, and documentation adhare to quality standards

respected in the market and company guidelines.

+. Escalate issues : Properly escalate issues which require higher technical or decision making

to Team lead and Head of the team.

Key Performance Indicators (KPIs)

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1. First Response Time: Average time taken to provide the initial response to customer queries.

2. Resolution Time: Average time taken to resolve customer complaints or queries.

3. Customer Satisfaction Score: Gauge the satisfaction levels of customers based on their support interactions.

4. Technical Accuracy: Ensure that provided solutions are technically sound and effective.

5. Ticket Volume: Monitor the number of issues resolved in a given time period.

Key Qualification Requirements:
• Any Degree or Diploma in Science or Technology.
• A Certification in Cisco/Microsoft/Redhat or any Netwroking Domain.
• One Year of experience in IT related work is preferred.

Job Type: Full-time

Pay: ₹15,000.00 - ₹25,000.00 per month

Benefits:
• Health insurance
• Provident Fund

Schedule:
• Day shift

Education:
• Bachelor's (Required)

Experience:
• total work: 2 years (Preferred)

License/Certification:
• CCNA (Required)

Work Location: In person