Trainee Engineer, NOC

About the Role

The Trainee/Associate Engineer will oversee daily operation of support desk functions, including taking calls for first-level support, entering reported problems into a ticketing system, solving user problems, escalating open problems, and dealing with customers. This role will also participate in preventative maintenance, troubleshooting, configuring, and providing technical support for end-users.

Key Responsibilities

• Provide helpful and professional assistance to customers via phone, email, and tickets.
• Create or update support tickets as required for phone calls.
• Document all calls, actions, and relevant information in ticket notes.
• Handle tickets created by customers via email.
• Follow up on existing tickets proactively and within specified time frames.
• Resolve or escalate tickets in a timely manner, within SLA guidelines.
• Interact with other departments and teams, collaborating on tickets or solutions.
• Evaluate customer needs and determine the appropriate action.
• Troubleshoot complex technical issues with customers via phone.
• Understand and follow security and other guidelines for customer accounts.
• Process voicemails, creating or updating support tickets as necessary.
• Write and send customized email responses to customers for specific situations.
• Understand and adhere to Scale Computing policies and procedures.
• Place outbound calls to resolve internally-detected issues.
• Be professional and courteous at all times, especially when speaking or conversing with customers.
• Participate in preventative maintenance.

Requirements & Tech Stack

Technical Requirements

• Knowledge of at least some of the following:
• General computer systems: PCs, laptops, mobile devices.
• Current and recent Operating Systems: Windows, Mac OS, Linux.
• Routing Protocols and concepts: Static and Dynamic routing, Distance, Priority, routing table, Default Gateway.
• Switching Protocols and concepts: VLAN, Trunks and link bonding, Spanning Tree and RSTP, MAC Address table, ARP.
• Networking Protocols and concepts: TCP, UDP, DHCP, DNS, VPN, ICMP, TELNET, SSH, FTP, HTTP(s), IPSEC, SSL.
• Network troubleshooting tools such as PING, TRACEROUTE, NSLOOKUP, IPCONFIG.
• OSI Model - Advanced understanding of layers 1-4.
• Subnetting and Supernetting.
• Firewall rules and policies, Access Lists.
• Deep understanding of technical concepts within networking environments as well as security, risk, and compliance.
• Entry-level knowledge of Switches, Routers, Firewalls, and Networking in general is required.

Soft Skills

• A team player who can work well within the team and collaborate cross-functionally, especially in a remote environment.
• An excellent communicator who is efficient and effective with customers and colleagues via instant messages, email, video conferencing and in-person interactions.
• Enjoys troubleshooting and problem-solving analytically.
• Must be detail-oriented.

Qualifications

• Bachelor's degree (B.E./B.Tech/BCA) in a technical domain such as Computer Science, Telecommunication, Electronics & Communication, Information Technology, or a related field.
• Minimum experience in the networking domain is preferred (0-2 years).
• Experience working in helpdesk or technical support is preferred.
• Industry certifications like CompTIA Network+, CCNA, CCNP, JNCIA, Wireshark, etc., are preferred.

Reporting Structure: Reports to Tier 1 Manager - NOC.

Shift Timings: 9:30 PM - 6:30 AM (Night Shift).