Job Description

Troubleshoot/Diagnose all Level 1/2 issues from the customers and driving satisfactory resolution of the issues.

• Troubleshoot Product, Codes and Configuration issues

• Ensure consistent customer satisfaction

• Document all communication with customers in the CRM

• Interface with international customers

• Timely handoff (escalation) of cases that require technical or political to L2/L3 TAC

Roles and Responsibilities

• OSI layers detailed understanding of each layers function and relevant protocols that operate at each level

• TCP/IP thorough understanding and clear explanation about windowing/handshake mechanism *MAC header structure and use of each field

• IP header structure and use of each field

• ARP how ARP works in a Layer 2 and Layer 3 communication

• Mac address table fields and how a switch uses MAC table for switching decisions

• ARP table and how a switch uses ARP table

• Routing Table fields and how a Router uses routing table for routing decisions

• DHCP protocol messages (a clear understanding of DORA process)

• DHCP operation in layer 2 and layer 3 scenarios (server & client in same VLAN or different VLAN) *Thorough understanding of Broadcast domain and Collision Domain

• Thorough understanding of Unicast, Multicast and Broadcast traffic

• Thorough understanding of Subnetting, Vlan, VTP, 802.1q, STP, Linkage

• Thorough understanding of RIP (version 1 and 2) and OSPF (link states, LSA types, area types, router types, neighbour communication)

• Difference between Routing and Routed protocols Good troubleshooting approach (from Level 1 to 7 )