High Touch Engineer(ASR9K domain)

Teknowiz; Maharashtra; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

A leading technology solutions firm is seeking a High Touch Engineer to provide technical resolution for network problems and manage customer relationships. The ideal candidate should possess advanced knowledge in Routing and Switching, with 12+ years of experience in network engineering. This role demands effective communication and troubleshooting skills, and occasional business travel is required.

Qualifications

• 12+ years of experience in network engineering or telecommunications support environment.
• Proven experience in troubleshooting network problems across a broad range of technologies.

Responsibilities

• Act as a technical focal point for network problem resolution.
• Provide problem Root Cause Analysis at the network infrastructure and application level.
• Manage customer relationship and support service delivery.

Skills

Advanced knowledge of Routing and Switching

Effective Troubleshooting and Analytical skills

Ability to communicate effectively in English

High interpersonal skills

Multicast, BNG Technology & Services

Education

Typically requires university degree equivalent

Tools

ASR9K Platform

Job description

Overview

Job Title- High Touch Engineer in ASR9K domain

Location- Navi Mumbai (Onsite)

High-Touch Team is a premium service for strategic customers. Team supports incident, problem and change management and acts as a Technical Leader being on top of other company’s resolving teams.

Responsibilities

• Act as a technical focal point for network problem resolution. Troubleshoot and resolve customer network problems across a broad range of technologies. Provide network-level problem resolution, including troubleshooting on the entire Cisco network for complex and critical issues. Serve as a dedicated Technical Escalation point of contact for moderate to complex network issues.
• Provide problem Root Cause Analysis at the network infrastructure and application level and produce detailed technical reports that include root cause, next steps, and recommendations for corrective and preventive actions.
• Provide Software Referrals to address critical problems identified across install base.
• Review and analyse trends and work with the High Touch Operations Manager (HTOM) in providing quarterly reports detailing corrective action plans, and other actions planned for the next quarter.
• Shorten the time to resolution during complex and critical situations by applying knowledge of the customer network and their operations.
• Assist the FTS Teams, Technical Assistance Centre (TAC) and HTOM, on any specific matters which may arise in the delivery of the High Touch Support Services on their customer accounts.
• Occasional business travels are required (EMEA, APAC, US).
• Successfully manage customer relationship and support service delivery on accounts under his/her responsibility. Generate reusable Intellectual Capital in the form of standard customer deliverables. Question the way of working and suggest improvements.
• When appropriate act as Lead Engineer for HTTS and TAC/BU when driving customer’s escalated or reoccurring reactive issues to resolution.

Qualifications

• Typically requires university degree equivalent
• 12+ years of experience in network engineering or telecommunications support environment
• Advanced knowledge of Routing and Switching
• Multicast, BNG Technology & Services
• ASR9K Platform
• Effective Troubleshooting and Analytical skills
• Ability to communicate effectively in English both verbally and in writing
• High interpersonal skills, very good presentation skills (to technical and non-technical audience)