Network Support Specialist
- Cognizant
- 2 - 7 years
- Hyderabad
- 7 months ago
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Job Description
Your Key Result Areas:
- Deliver timely and effective technical support to premium clientele via multiple communication channels. Maintain high customer satisfaction ratings and comply with quality standards in the majority of cases.
- Diagnose and resolve complex technical issues encompassing web protocols, networking standards, programming languages, system administration, email routing/delivery, and email encryption
- Analyze system and trace logs and configurations to determine the root cause of incidents.
- Employ command-line interfaces (Windows, Linux) for efficient troubleshooting and system administration.
- Adhere to defined Service Level Objectives (SLOs) for response and resolution times.
- Maintain thorough and accurate documentation of support interactions, troubleshooting procedures, and resolutions. Manage and resolve escalations from customers and partners
- Collaborate effectively with cross-functional technical teams to escalate and resolve intricate issues. Participate in on-call rotation to address critical incidents as required.
- Contribute to the creation of knowledge base articles and self-service resources for end-users.
- Maintain current knowledge of emerging technologies and product updates
- Provide expert consultation to lower-tier support teams to facilitate case resolution.
- Demonstrate flexibility to accommodate rotational and/or night shift schedules.
Your Qualification:
- Bachelors degree in Technology / Engineering -Preferable Computer Science /Computer Applications / Information Technology
- 5-6 years of experience in working in a Technical customer support operation resolving complex technical or operational issues
- Moderate exposure with scripting/ programming language and ability to read and understand scripts(Python, Javascript, HTML), identification of Log errors, traces and triggers.
Required:
- Working experience with Web Protocols - HTTPS, DNS, SSL/TLS, and networking standards (Level - Intermediate Skills)
- Working experience with APIs and SQL - Query Language (Level - Intermediate Skills)
- Working experience with System Administration concepts, Active Directory, and command-line interfaces in Windows and Linux environments (Level - Intermediate Skills)
- Working experience with reading and understanding log traces for troubleshooting (Level - Advanced)
- Working experience with email routing and delivery mechanisms
- Demonstrated problem-solving skills with a strong focus on issue resolution
- Excellent critical thinking and troubleshooting abilities
- Strong intuition for identifying potential problem areas
- B2 level proficiency in English (both written and verbal)
Preference:
- Familiarity with Google Workspace (GWS).
- Experience with Google Cloud Platforms (GCP), including project creation.
- Experience with migration tools and processes.
- Familiarity with BigQuery.
- Relevant technical certifications (e.g., CompTIA Network+, Security+, Linux+, Microsoft Certified: Azure Administrator Associate, Google Cloud Certified Associate Cloud Engineer)
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Hardware & NetworksRole Category: IT NetworkRole: Network (Support) EngineerEmployement Type: Full timeContact Details:
Company: CognizantLocation(s): Hyderabad+ View Contact
Keyskills: Email Configuration Cloud Support Technical Support DNS Network Support
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