Company : Dell
Experience : Bengaluru / Bangalore
Location : 2 – 7 yrs.
Enterprise Tech Supp Analyst – Network Security �” Dell SonicWALL, Bangalore-15000DHO
As a Technical Support Analyst, you will be responsible for providing technical support across Dell SonicWALL product lines via Phone, chat, web & Emails in 24x7x365 days environment. You will also assist with engineer/customer escalations while deploying SonicWALL network security solutionssecurity services, wireless, VPN and others. You will be working for the Technical Assistance Centre in Dell Software Group.
Position is based out of Bangalore location and reporting to the Technical Support Manager
Ø Responsible for providing technical support across Dell SonicWALL product lines via Phone, chat, web & Emails in 24x7x365 days environment.
Ø Handle customer’s escalation of SonicWALL network security productsFirewall/IPS and VPN solutions by diagnosing problems and providing resolutions for technical and service issues.
Ø Provide technical solutions and workarounds for Dell SonicWALL customers and partners.
Ø Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.
Ø Advises/educates engineers/customers within procedural guidelines to ensure a complete solution to their technical or service questions. Recreates, identifies and provides input on unique or recurring customer problems.
Ø Focuses on delivering a positive customer experience according to Dell standards and monitors and tracks issues to ensure accurate resolution.
Ø Setup the test environments as necessary for replication of the customer reported issues and provide the documentation on these setups
Ø Ensure teams follow the procedures and policies to escalate cases in timely manner.
Ø Able to work independently and / or as a team, based on the circumstances.
Ø Attend DTS meeting to provide necessary inputsupport & prioritize the issues
Ø Attend Senior UTM meeting to discuss outstanding issues reportedcustomer on floor
Ø Follow up onexisting DTS cases pendingengineers for update and send report weekly
Ø Provide technical support including participation in on call rotation(DM coverage)
Ø Participate and Provide feedback with Beta testing program
Ø Work with SEEG team and Dev team as a Facilitator to address escalated issues.
Ø Identify gaps in processes and services across support environment
Ø Ability to effectively engage subject matter experts and understand technical topics
Ø Ability to work effectively with technical and business experts
Ø Ability to analyze and solve problems creatively
Ø Ability to meet deadlines, goals and objectives
Ø Outstanding verbal and written communication skills
Ø Work to ensure support teams consistently exceed performance metrics.
Ø Inspire coworkers to attain goals and pursue excellence.
Ø Identifies opportunities for improvement and makes constructive suggestions for change
Ø 3+ years of relevant experience or equivalent combination of education and work experience
Ø 2+ years in dealing with standard security practices
Ø 2 + years of experience in Internet security products involving any of the technologiesStateful Firewalls, VPN’s, PKI, Anti-Virus, IPS, SSL and other security products
Ø 2+ years of experience in supporting the products related to Network Security
Ø Strong understanding of LAN & WAN Network topologies, in-depth knowledge of TCP/IP Protocol Suite, LAN/WAN access technologies, Internet Security Architectures and Routing – Knowledge of managed switches, VLANs and switching protocols
Ø Recent experience with the implementation, configuration and management of network security products ( Firewalls, IPS, VPNs including IPSEC and SSL ) Knowledge of Internet devicesRouters, Switches, Load Balancers, Application Proxies ..etc., is required.
Ø Experience in Security Engineering in heterogeneous environments involving both Windows Networks including Active Directory, Radius, Digital Certificates and various versions of Linux
Ø Ability to work independently and also in a team with strong trouble shooting and diagnostic skills applicable for medium to enterprise networks
Ø Candidate must have a strong customer orientation and should possess excellent work ethics
Reference : fresherstask.com