L2 Technical Support Engineer

EfficientIP; Paris; Sur place; EUR 40 000 - 56 000; Plein temps

Résumé du poste

EfficientIP in Paris is seeking a Level 2 Support Engineer to join a growing team, assisting customers and partners with level 1-3 support, troubleshooting, and escalation when needed.

You will analyze issues, reproduce problems in lab or via remote sessions, and coordinate with the Development Team for resolutions. Strong DNS/DHCP/IPAM experience and customer focus are essential.

Qualifications

• 1–3 years work experience with DNS, DHCP, IPAM, TCP/IP network architectures and common Internet protocols such as HTTP/HTTPS.

Responsabilités

• Provide Level 2 support for DNS/DHCP/IPAM issues, including investigation and troubleshooting.
• Replicate issues in lab or remotely via screen sharing and diagnose root causes.
• Escalate to Level 3 Escalation Team or Development when needed and track resolutions.
• Maintain knowledge base and contribute new methodologies to reduce escalations.

Connaissances

Technical Support

Network Support

Systems Administration

Help Desk

Configuration Mgmt

Customer Focus

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 360 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.

As a Level 2 Support Engineer you’ll also have to :

• 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