Technical Support Senior Engineer - French Speaker

Location: Ireland ( Remote)

RESPONSIBILITIES:

• Assist customers with the deployment of SonicWall network security products like Firewall/IPS and VPN solutions.
• Provide technical solutions and workarounds for end users with their issues on respective product line.
• Owns customer issues from beginning to resolution (handles in place).
• Assists customers by diagnosing problems and providing resolutions for technical and service issues.
• Use troubleshooting techniques and tools to identify products that are defective and follows guidelines in issuing service calls/contacts.
• Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.
• Recreates, identifies and provides input on unique or recurring customer problems.
• Focuses on delivering a positive customer experience according to SonicWall standards.
• Monitors and tracks issues to ensure accurate resolution.
• Candidate should work closely with the Engineering and other cross-functional teams to replicate the issues reported by the customers, validate the bug fixes provided through various patch releases and resolve the customer issues in a professional manner.
• Provide consistent feedback to the team on products supported.
• Remains knowledgeable of SonicWall product line and related industry products and technologies.

REQUIREMENTS:

• Willing to work in a 24x7 environment on night shifts.
• Good understanding of Security, LAN/WAN topologies and technologies.
• In-depth knowledge of the OSI Model, TCP/IP, and Network Security basics.
• Ability to work in a high-level stress and interrupt-driven environment.
• Good understanding of L2-L7 networking protocols, and major Operating Systems such as UNIX / Linux.
• Demonstrated ability to use in-depth troubleshooting to resolve or workaround customer issues using troubleshooting tools i.e. Wire Shark, Netmon, etc.
• Routing and Switching knowledge will be an added advantage

EDUCATION AND EXPERIENCE:

• Bachelor's degree in Computer Science/Information Sciences/ Electronic & Communications Engineering.
• 3-4 years of networking and network security support experience with solid understanding of LAN/WAN topologies and technologies.
• In-depth knowledge of the network protocols: TCP/IP. Routing Protocols like OSPF, RIP, BGP, Firewall , IDS/IPS will be added advantage.

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