Position Description :
Network Support Engineer is responsible for supporting Lenovo’s datacenternetworking products and solutions.
Level 3 Support Engineer (Product Engineer) responsibilities include providingtechnical expertise to the field for escalated cases and providing an actionplan to resolve all client reported field issues.
Position will requiresupport of critical client situation, along with resolution and management ofpervasive field issues, as well as provide field communication on fixreleases.
Leads all support cases to resolution. Interface with client teams andcustomers to explain technical solutions and maintain customer satisfaction.
Performs thorough analysis and diagnosis of complex networking issues
Uses lab hardware to set up customer topologies / configurations and replicatecustomer failures
Escalates field identified problems to the appropriate engineering teams forfurther investigation and issue resolution
Contributes on process improvements
Assists customer and account teams with configuration requests
Manages the case load by assigning technical resources to incoming cases
Contributes on improving product related documentation (user guides,publications, technical tips, release change histories)
Supports pre-sales activity for complex networks and highly criticalcustomers
Collaborates and plans complex network upgrades and network migrationactivity.
Mentors customers or partner delivery teams and peer engineers as and whenneeded
Works independently as 24x7 on-call engineer to support worldwide customers(by rotation with other team members)
Position Requirements : Requirements :
Must have work experience and very good theoretical knowledge for Switching,Routing protocols such as : Ethernet, VLANs, STP, LACP, VPC, OSPF, BGP, IGMP,VRRP, TACACS, SNMP, DHCP
Must be able to perform in depth technical troubleshooting to determine rootcause of software or hardware issues
Is familiar with virtualization technologies (VMware / HyperV / KVM), differentOperating Systems, scripting programs and network monitoring tools
Fluent in English, both spoken and written
Must have CCNA certification, or higher
Familiarity with network performance tools like IXIA, Spirent is considereda plus
Have very good communications skills; customer interaction experience is aplus
Knowledge of FCoE and Fiber Channel fundamentals would be a plus