Enterprise Support Engineer

Description:

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.