Senior Network Engineer

ConnectWise; Mumbai; Hybrid; INR 800,000 - 1,200,000; Full time

Job summary

A leading software development firm in Mumbai is seeking a Senior Network Engineer to support partners by diagnosing and resolving network issues. Responsibilities include monitoring devices, providing technical assistance, and documenting processes. The ideal candidate will have at least 3 years of experience in network roles and relevant certifications like CCNA. This is a full-time position with opportunities for professional growth in a hybrid working environment.

Qualifications

• Minimum 3+ years of related experience.
• Strong desire to help partners and peers.
• Experience in configuring UTM is an advantage.

Responsibilities

• Provide technical support to partners via multiple channels.
• Research and document findings related to network issues.
• Monitor network devices and investigate service failures.

Skills

Strong written and verbal communication skills

Knowledge of Switching, Routing, Network Setup

Ability to work independently

Troubleshooting skills

Knowledge of OSI and TCP/IP

Adaptability to new technologies

Education

Bachelor’s degree in a related field

Network Certification like CCNA

Tools

L2/L3 Switches

Routers

Firewalls

Job description

Join to apply for the Senior Network Engineer role at ConnectWise

Designation: Technical Support Specialist II

Shift: 24/7 (Rotational)

General Summary:

The Technical Support Specialist II is responsible for assisting our partners in diagnosing and resolving a partner’s Network Related issues or questions. This role works in partnership with cross-functional teams to troubleshoot, resolve, and document issues, getting partners back on track to having a positive experience with our products.

Responsibilities:

• Provides support to cross-functional teams, with a high attention to detail
• Research, analysis, and document findings
• Interact with partners to provide technical support via email, phone, chat, cases, and remote sessions
• Monitors Network devices, off-site, and critical service failure events
• Investigates and resolves reported failure incidents, escalating when necessary
• Acts as first point of contact for escalated support cases for network-related issues
• Maintains a knowledge base of our products and services and provides high-quality technical support to partners during each interaction
• Discusses partners' operational challenges and evaluates business data to identify areas of opportunity to help partners optimize their business strategies
• Identifies and escalates trending issues and potential software/product defects to leadership and development
• Contributes to written articles for the internal and external knowledge base
• Identifies and escalates situations requiring urgent attention to the appropriate teams
• Documents partner interactions, troubleshooting, and results in a clear and concise manner and accurately reports customer feedback to Leadership
• Handles assigned support cases
• Engages in the application of best practices per technical documentation and provides solutions based on the diagnosis of the problem
• Communicates new release features and improvements to our partners that better their experience

Knowledge, Skills, and/or Abilities Required:

• Ability to work independently on projects and processes with general supervision
• Ability to adapt and understand new technology/processes as per business requirements
• Strong desire to help our partners and peers
• Strong written and verbal communication skills
• Strong sense of ownership and accountability
• Knowledge and application of Switching, Routing, Network Setup, Firewall (NAT, ACL)
• Installing, configuring, and troubleshooting L2/L3 Switches, Routers, Wireless Access Points, and Firewalls.
• Experience in configuring UTM (Unified Threat Management) will be an added advantage.
• Must have some basic understanding of Network Services, e.g. DHCP Server, DNS, File share, Windows Firewall etc.
• Must have some basic understanding of Windows Networking.
• Knowledge of OSI and TCP/IP.
• Knowledge of virtualization and cloud technology

Educational/Vocational/Previous Experience Recommendations:

• Bachelor’s degree is required in a related field or equivalent business experience
• Minimum 3+ years of related experience
• Network Certification like CCTRS (Cisco Certified Technician Routing and Switching) or CCNA (Cisco Certified Network Associate) or CompTIA
• Certification on Fortinet or PaloAlto firewall will be an added advantage.

Working Conditions:

• Onsite/Hybrid

Seniority level: Associate

Employment type: Full-time

Job function: Information Technology

Industries: Software Development