L2 Technical Support Engineer

EfficientIP is a growing network automation and security company, specializing in DDI (DNS, DHCP, IP Address Management). Our Smart DDI approach offers enterprises and service providers a unique appliance-based solution to intelligently simplify and automate design, deployment and management of their critical network infrastructure. Through patented technology, our 360º solution suite secures DNS services to safeguard sensitive data and ensure application access. Companies in all sectors rely on our offerings to face the challenges of key IT initiatives such as cloud, IoT, 5G, and mobility.

EfficientIP hardware and software solutions are developed to facilitate DDI management into a fully integrated solution. SOLIDserver™ centralizes all information from the IP plan and DNS and DHCP servers in one single interface, allowing our customers to manage their network services as a single entity, ensuring high availability, security and network consistency.

Job Description

Experience or skills in the following areas is required: Technical Support, Network Support, Systems Administration, Help Desk or Configuration Management and enjoy dealing with Customers.

You will work closely with EfficientIP partners and customers assisting their level 1-3 support teams, investigating, troubleshooting and analyzing new or unknown issues.

As a Level 2 Support Engineer, you’ll have to deeply analyze the issues escalated by the Level 1 Support Team. You will work to solve the problem by replicating it in lab or remotely via screen sharing session. If necessary, you will need to report the issue to the Level 3 Escalation Team and follow up until a resolution or workaround is found. If needed, you’ll get the assistance of the Development Team.

As a Level 2 Support Engineer you’ll also have to :

• Maintain the knowledge base of the EfficientIP Technical Support Team based on your day-to-day experience.
• Ensure an in-depth follow-up of the support activity for certain sensitive customers or issues. Follow escalation procedures and ensure that the service provided meets technical support commitments.
• Contribute to the improvement of the added value of the Support Team by providing appropriate methodology and procedures to limit the number of escalations to the Level 3 Escalation Team.

Designing and developing one or more courses of action, evaluating each of these courses in a test case environment and implementing the best solution to the problem can be required.

Experience and Skills

1-3 years work experience with DNS, DHCP, IPAM, TCP/IP network architectures, HTTP/HTTPS and other Internet protocols.

Technical Skills

• Advanced experience with TCP/IP network architectures on various platforms (Unix, Linux, Windows, etc.) and how those platforms interoperate with DNS and DHCP. Knowledge of Unix systems is required.
• Understanding of public DNS design principles, DNS platforms such as BIND and the DNS protocol itself.
• Advanced understanding of the DHCP protocol and its fundamentals.
• Familiarity with IP Address Management (IPAM) and Microsoft Active Directory would be desired.
• General understanding of HTTP/HTTPS and other Internet protocols including their performance characteristics.
• Proven ability to clearly and effectively interact and communicate with customers in a friendly and personable manner via email and/or phone.
• Research, resolve, and respond to customer questions and call-backs in a timely manner and in accordance with established standards, policies, procedures and service level agreements.
• Acquire and maintain current knowledge of product offerings and support policies to provide technically accurate solutions to customers.
• When needed, escalateto appropriate individuals based on established guidelines and procedures.
• Ability to exercise judgment using procedures and practices to determine the appropriate course of action.

Qualifications

Degree in Computer Science and Telecommunication desired but not compulsory, depending on work experience.

What We Offer

We offer a great opportunity to grow with our company, in a rapidly advancing and strongly innovative environment.

At EfficientIP, we fully believe in congeniality in the workplace and in our relationships with our customers, partners and colleagues. We ensure a positive work environment that is encouraging, enthusiastic and motivating to our team. This approach breaks down barriers in order to stimulate our company’s ambition of constant overachievement.

You will be part of a fun & ambitious team!