Description:
Enterprise Support Engineer - Network & Security
Business Unit/Department:Technology Location: 19, West Wharf, Karachi
Responsibilities:
- Lead network technology upgrade or expansion projects, including installation of hardware, software, and integration testing across LAN, WAN, and wireless networks.
- Provide professional and timely technical support to troubleshoot and resolve reported network and security issues, ensuring customer systems (hardware and software) remain operational.
- Confirm proper functioning and configuration of network equipment such as switches, routers, firewalls, access points, and SD-WAN.
- Participate in customer outreach activities, including product demonstrations and technical discussions.
- Create technical documentation, reports, and presentation materials as part of solution planning and delivery.
- Conduct meetings and perform site surveys using appropriate tools to gather wired and wireless network requirements, and generate comprehensive reports.
- Perform Proof of Concepts (POCs) and User Acceptance Testing (UAT) for various Network & Security scenarios both in-house and at customer sites.
- Deploy products and solutions as per customer requirements and approved implementation plans.
- Collaborate with the Tech Team on projects, providing Network & Security guidelines and technical insights.
- Ensure high levels of customer satisfaction by delivering services that exceed expectations and fostering strong, long-term relationships.
- Maintain 24/7 availability to support customers for timely service delivery and issue resolution.
- Escalate unresolved technical issues to principal vendors at local and regional levels as needed.
- Monitor R&D and customer support activity to evaluate deployed solutions, and alert sales teams to any technical risks impacting deal closure.
- Support implementation and migration planning for technical solutions.
- Complete all required training, certifications, and exams from principals within specified timelines—for both self and the technical services team.
- Continuously improve technical skills and stay current with evolving IT products and technologies through regular training and certification programs.
Requirement:
- Excellent communication and interpersonal skills.
- Proven experience 2-3 years in relevant field for enterprise level customers
- Experience with the financial institutes will be value added
- strong technical troubleshooting and problem solving skills
- Ability to work independently and as part of a team.
- Bachelor degree in a related field.