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Atenworks Inc

San Jose, CA, United States

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Network Support Engineers


Job ID:



Draper, UT, United States 


Information-Technology, Other


$50,000.00 per year

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Employment Type:

Full time



Job Description:

Job Description
  • Troubleshoot all Level 1/ 2 Calls from customers.
  • Ensure consistent customer satisfaction.
  • Document all communication with customers in the CRM.
  • Notify/Discuss with TL/Manager on tickets that require assistance.
  • Timely hand-off ( escalation) of cases that require technical escalation to L3 TAC.
  • Plan and constantly work on upgrading tech and product expertise.
  • Contribute to the knowledge base/ Tech Forum.
Basic Criteria & Skill Set: 
  • 3+ years experience in configuration and troubleshooting high-end networks and security appliances.
  • The Ideal candidate will be an Engineer, who is a self-starter, with excellent interpersonal, communication, documentation, problem solving and troubleshooting skills.
  • Quality focus, result & goal orientation in a group situation, and commitment to customer delight are a must.
  • Debugging hardware & software system level problems in a multi-vendor multi-protocol network environment.\
  • Good understanding of OSI Model, TCP/IP protocol suite (IP, ARP, ICMP, TCP, UDP, SNMP, FTP, TFTP).
  • Experience in VLANS, Tagging - IEEE 802.1q, 802.3ad, 802.1d,802.1w.
  • Experience in IPSEC VPN/SSL-VPN/NAT/GRE/
  • Experience on routing protocols -- RIP V1/V2, OSPF, BGP
  • Working knowledge of Authentication Protocols like TACAS/RADIUS/802.1x
  • Working knowledge on Cisco, Checkpoint, Juniper, Fortinet, SonicWall, Netscreen
  • Experience on troubleshooting tools like Sniffer, Ethereal, Wireshark.
  • CCNA, CCNP, Checkpoint Certification, CCSP certifications will be an added advantage.
  • Ability to work rotating shifts.

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