What are the responsibilities and job description for the Desktop Support Technician position at GlobalLogic, Inc.?
Job Description
Job Description:
- Strong team player, Excellent Interpersonal and Communication skills, Proficiency in English, Outgoing and extroverted, Self-motivated and independently driven.
- Tier1/Tier2/Tier-3 support Core Customer Support experience for the resolution of issues, outages/service impairments
- Hands-on knowledge to troubleshoot and resolve routing/physical layer issues for WIFI routers, extenders and other customer networking equipment that includes remote telnet and file transfer protocols, grabbing and interpreting logs from the devices
- TCP/IP protocol suite (strong with Layers 1-3), Layer1/2 WAN protocols, LAN/WAN topologies, Secure CRT/Putty, Winscp/file transfer tools
- Good understanding of WIFI protocols (WPA, WPA2, WIFI 6, Mixed Mode etc.), network sniffing and packet capture tools (tcpdump, Wireshark)
- Analyze customers Mobile device /set top logs, using Splunk and opening JIRA tickets with the developer team for resolution
- Investigate Customer complaints, analyze suggestions. Provide on the spot solutions or offline solutions
- Proficient in Splunk & JIRA
- Prior experience within the telecommunication/networking industry
- Flexibility to work either Saturday or Sunday shifts as the need arises
- Proven ability to analyze complex business problems and proposing creative solutions with the ability to absorb new ideas and communicates clearly, objectively, and effectively.
- Strong business sense and abilities to communicate data insights to both technical and non-technical clients
- Should be keen to identify areas of manual/routine tasks and drive automation to improve efficiency
- Bachelor's or Master's degree in Computer Science, Computer or Electrical Engineering, Mathematics, or a related field.
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