L2 Technical Support Engineer

Francisco Partners; Paris; Sur place; EUR 38 000 - 52 000; Plein temps

Résumé du poste

EfficientIP is seeking a Level 2 Support Engineer to assist customers and partners with DNS/DHCP/IPAM issues. You will analyze escalated cases, reproduce problems in lab or via remote sessions, and coordinate with Level 3 escalation and development teams to drive resolution or workaround.

The role requires 1–3 years of relevant experience, strong TCP/IP knowledge, and a solid understanding of UNIX/Linux/Windows systems. Collaboration with partners and customers is essential.

Qualifications

• 1–3 years' experience with DNS, DHCP, IPAM, TCP/IP and related Internet protocols.
• Strong troubleshooting and customer-facing communication skills.
• Familiarity with Unix/Linux/Windows platforms.

Responsabilités

• Maintain the knowledge base of the EfficientIP Technical Support Team from day-to-day experience.
• Ensure in-depth follow up of support for sensitive customers or issues; follow escalation procedures.
• Contribute to reducing escalations by improving support processes and procedures.

Connaissances

DNS/DHCP/IPAM

TCP/IP networks

Unix/Linux/Windows

BIND/DNS design

HTTP/HTTPS

Customer communication

Formation

Bachelor's degree in Computer Science or Telecommunications

Outils

BIND

Active Directory

Windows/Linux Platforms

Description du poste

EfficientIP is a growing network automation and security company, specializing in DDI (DNS, DHCP, IP Address Management). Our Smart DDI approach offers enterprises and service providers a unique appliance-based solution to intelligently simplify and automate design, deployment and management of their critical network infrastructure. Through patented technology, our 360º solution suite secures DNS services to safeguard sensitive data and ensure application access. Companies in all sectors rely on our offerings to face the challenges of key IT initiatives such as cloud, IoT, 5G, and mobility.

EfficientIP hardware and software solutions are developed to facilitate DDI management into a fully integrated solution. SOLIDserver™ centralizes all information from the IP plan and DNS and DHCP servers in one single interface, allowing our customers to manage their network services as a single entity, ensuring high availability, security and network consistency.

Job Description

Experience or skills in the following areas is required: Technical Support, Network Support, Systems Administration, Help Desk or Configuration Management and enjoy dealing with Customers.

You will work closely with EfficientIP partners and customers assisting their level 1-3 support teams, investigating, troubleshooting and analyzing new or unknown issues.

As a Level 2 Support Engineer, you’ll have to deeply analyze the issues escalated by the Level 1 Support Team. You will work to solve the problem by replicating it in lab or remotely via screen sharing session. If necessary, you will need to report the issue to the Level 3 Escalation Team and follow up until a resolution or workaround is found. If needed, you’ll get the assistance of the Development Team.

Responsibilities

• Maintain the knowledge base of the EfficientIP Technical Support Team based on your day to day experience.
• Ensure an in depth follow up of the support activity for certain sensitive customers or issues. Follow escalation procedures and ensure that the service provided meets technical support commitments.
• Contribute to the improvement of the added value of the Support Team by providing appropriate methodology and procedures to limit the number of escalations to the Level 3 Escalation Team.

Designing and developing one or more courses of action, evaluating each of these courses in a test case environment and implementing the best solution to the problem can be required.

Experience and Skills

1-3 years work experience with DNS, DHCP, IPAM, TCP/IP network architectures, HTTP/HTTPS and other Internet protocols.

Technical Skills

• Advanced experience with TCP/IP network architectures on various platforms (Unix, Linux, Windows, etc.) and how those platforms interoperate with DNS and DHCP. Knowledge of Unix systems is required.
• Understanding of public DNS design principles, DNS platforms such as BIND and the DNS protocol itself.
• Advanced understanding of the DHCP protocol and its fundamentals.
• Familiarity with IP Address Management (IPAM) and Microsoft Active Directory would be desired.
• General understanding of HTTP/HTTPS and other Internet protocols including their performance characteristics.

Customer Service Experience

• Proven ability to clearly and effectively interact and communicate with customers in a friendly and personable manner via email and/or phone.
• Research, resolve, and respond to customer questions and call backs in a timely manner and in accordance with established standards, policies, procedures and service level agreements.
• Acquire and maintain current knowledge of product offerings and support policies to provide technically accurate solutions to customers.
• When needed, elevate issues to appropriate individuals based on established guidelines and procedures.
• Ability to exercise judgment using procedures and practices to determine the appropriate course of action.

Qualifications

Degree in Computer Science and Telecommunication desired but not compulsory, depending on work experience.