Tier 2 Monitoring Engineer

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Tier 2 Monitoring Engineer
CSS CorpSan Jose, CA
Position Summary:
Tier-2 Technical Support Engineer to provide phone support to NETGEAR customers, partners, and resellers. The primary function is to identify issues and promptly and accurately find proper resolution.

Duties and Responsibilities:

  • Provides exceptional customer service during phone calls with NETGEAR customers.
  • Guides customers through each step of NETGEAR equipment configuration, while explaining clearly to earn the customer’s trust.
  • Accurately differentiates between a bug, a malfunction or a misconfiguration.
  • Escalates emerging issues or priority cases as required.
  • Takes ownership and follows up on all cases based on priority while maintaining SLA.
  • Will verify customer’s satisfaction every time a case is closed.
  • Performs other duties or special projects as assigned.

Requirements:

  • Two years’ experience with technical support in a call center, either as a technical support engineer or as customer service representative is required
  • Excellent communication skills, spoken and written; must demonstrate the ability to effectively communicate technical and non-technical information.
  • Excellent interpersonal skills, including patience, a sense of humor, flexibility, consideration, discretion, tact, confidence and effectiveness in dealing with people and sensitive information.
  • Understanding of how a computer works and communicates in the network.
  • In depth knowledge and understanding of Layer 2/3 protocols such as ARP, DHCP, IPv4, RIP, NAT, and Layer-4 protocols TCP, UDP.
  • Good knowledge and understanding of application protocols, DNS, FTP, and HTTP/S and SSL.
  • Experience with firewalls, gateways, and load balancing.
  • Experience with Layer 2 and Layer 3 Switches VLAN and ACL.
  • Must demonstrate analytical, troubleshooting, and problem solving skills.
  • Microsoft, CISCO and/or VMware certifications are preferred, but not required.
  • Additional consideration to applicants who also understand RAID, LINUX, SSH and Telnet.
  • Previous experience with technical support in a call center, either as a technical support engineer or as customer service representative is preferred. Competitive/DOE Medical/Dental/Vision 2 Weeks of PTO per year 9 Paid Holidays 401k

Continued education opportunities

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By |2019-01-24T02:26:05+00:00September 28th, 2014|Bio-tech|0 Comments

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