Luxoft - Support Specialist


Support Specialist

  • Responsibilities:
    As member of our Support Services team provide customers and end users with product and technical support by performing the following duties: 

     Respond incoming Service Requests from customers, Sales Engineers and Sales team via telephone, online networks and email. 
     Diagnose, troubleshoot and debug third party computer networking equipment. 
     Communicate with Engineers and Product Managers regarding, bugs and follows-up to make sure fixes are received and tested. 
     Advises management on product development issues arising from product problems identified through technical support calls with customers. 
     Handles customer problems that appear to arise from the use of the product. 
     Completes and maintains records of customer issues, product defect, etc, using CRM tools (SalesForce). 
     Occasional on-site training and support for the customers 
     Other duties as assigned / required 
  • Skills Required:
    The candidate should have a profile focused on networking (Telecommunication graduate) with preferably scripting. He / she will be shadowing the engineers that will provide the support tasks. 

     An established expertise in some of the following protocols and their extensions, but not limited to: TCP/IP, OSPF, BGP, VPLS, LDP, RSVP, IS-IS, RIP, MPLS, Multi-protocol BGP, IPv4/IPv6 for all protocols, IGMP, PPP, DHCP. 
     Good understanding of some of following networking concepts : Ethernet, VoIP, PIM, VLAN, QoS, Triple Play, ATM, DSL 
     Good understanding or working experience with network equipment, such as switches, routers, DSLAMs 
     Programming experience with at least one of the following languages: TCL, C++, Java or Perl 
     Customer oriented, ability to work with customers in a professional manner 
     Formal training and certification in networking concepts such as Cisco or Spirent certification a plus 
     Experience using Spirent Communications test equipment a plus 
     Must be able to work in a fast paced environment and effectively manage multiple priorities 


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