Technical Support Engineer(Networking)

Technical Support Engineer(Networking)

Location: Krakow, Poland
Mode: Onsite (with potential rotational / weekend shifts)
Hiring Type: sub-con/B2B/Fixed Term contract
Duration: 6 months with possible extension

 Required
• Strong knowledge and understanding of TCP, IP protocols and OSI model
• Experience with Infrastructure , Network Administration
• Expertise troubleshooting large Network Environments and familiarity with packet sniffers: Wireshark or Network Monitor, Message Analyzer
• Fundamental awareness of Private, Hybrid, Public Cloud, OS : Windows and, or Linux, Virtualization of SDN technologies
• Knowledge and understanding of VPN, IPsec, DHCP, DNS, HTTP, s, MPLS, BGP, Layer3, Layer2
• Hands-on experience of Proxy and Firewall

 TECHNICAL SKILLS
Knowledge of one or two of the following domains: Windows Azure Platform, Operating System/Virtualization, Networking.
Windows Azure Platform
– Knowledge of Windows Azure Platform services
– Azure Platform development and deployment concepts
– Familiarity with troubleshooting
Operating System/Virtualization
– Familiarity with Active Directory, Security, OS Internals concepts
– Understanding of Virtualization concepts and virtual system administration
– Experience with Hyper-V configuration and administration
Networking
– Familiarity with networking concepts including VIPs, NAT, DNS
– Familiarity with networking tools (ping, tracert, tracemon, wire shark, etc.)
– Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred
– Understanding of the OSI model and related concepts

 Responsibilities include:
The support engineer is responsible for support delivery, providing technical support to Azure customers by resolving escalated, complex technical customer issues on the Azure Platform and delivering Azure Technical Support against CPE and workflow efficiency targets; to identify required tools, cloud access, training, processes or capabilities to assess customer issues in less than 15 minutes; and to keep escalations to PG operations below 10% of the volume. The SE will need to closely collaborate with PG engineering and operations, and other CTS engineers.
The support engineer is a critical role in the implementation of Azure Platform support capabilities which include working with the PG and Azure Supportability PMs to implement asks; identify technology, and/or process readiness needs, and work with Training PMs and Tech Leads to ensure support team readiness; develop relationships with and engage with technology-specific depth queues for customer incident resolution when required.
Specific measurements include achieving the CPE team goals, time to resolution or escalation, enabling a response time similar to competitors; maintaining technical skills through completion of ongoing readiness and Platform training; and, in general participating in the creation of future Microsoft support capabilities for the cloud