Tech Support Specialist I

Overview

Prodapt is the largest specialized player in the Connectedness industry. As an AI-first strategic technology partner, Prodapt provides consulting, business reengineering, and managed services for the largest telecom and tech enterprises building networks and digital experiences of tomorrow. A Service. Now-invested company, Prodapt has been recognized by Gartner as a Large, Telecom-Native, Regional IT Service Provider.

A “Great Place To Work® Certified™” company, Prodapt employs over 5,000 technology and domain experts across the Americas, Europe, India, Africa, & Japan. Prodapt is part of the 130-year-old business conglomerate The Jhaver Group, which employs over 32,000 people across 80+ locations globally. The role of Tech Support Engineer is to provide Implementation and Test and Turn up support for SD-WAN network of all supported SD-WAN technologies.

Acts as a single point of contact to triage and investigate any SD-WAN incident reported via monitoring tools or by customers. Support includes Incident Management related connectivity issues including and not limited to network underlay issues.

Responsibilities

• Basic understanding in networking concepts such as routing and switching.
• Demonstrated experience with LAN/WAN, routing protocols, QoS, troubleshooting and scripting.
• Course completion of CCNA or any networking technologies
• The ability to interact on the phone with the customers and their peers during the implementation and problem determination process.
• Knowledge in SDN (NFV), SDWAN (Velocloud / Viptela / Versa or Silver peak) technologies is added adanvantage.
• Will be required to work in various shifts (Day/Night) including holidays and weekends.

Requirements

• Good understanding on Vision, network diagram
• A Bachelor's degree in Computer Science or Engineering or a related field experience is typically required.
• Test and troubleshoot various circuit types – Ethernet, T1/E1, T3/E3, BB, LTE
• Assists in network troubleshooting and provides input for root cause analysis for network related outages.
• Manage and control a test and turn-up bridge required for service activation.
• Accurate documentation of activation activities, notes, client communication, etc.
• Coordination of bridge calls, communication to engage resources and vendors to resolve issues.
• Ensure monitoring of batch scheduling and backup jobs and perform initial troubleshooting and escalation as documented upon failure.
• Basic understanding in networking concepts such as routing and switching.
• Demonstrated experience with LAN/WAN, routing protocols, QoS, troubleshooting and scripting.
• Course completion of CCNA or any networking technologies
• The ability to interact on the phone with the customers and their peers during the implementation and problem determination process.
• Knowledge in SDN (NFV), SDWAN (Velocloud / Viptela / Versa or Silver peak) technologies is added adanvantage.
• Will be required to work in various shifts (Day/Night) including holidays and weekends.
• Good understanding on Vision, network diagram
• A Bachelor's degree in Computer Science or Engineering or a related field experience is typically required.
• Test and troubleshoot various circuit types – Ethernet, T1/E1, T3/E3, BB, LTE
• Assists in network troubleshooting and provides input for root cause analysis for network related outages.
• Manage and control a test and turn-up bridge required for service activation.
• Accurate documentation of activation activities, notes, client communication, etc.
• Coordination of bridge calls, communication to engage resources and vendors to resolve issues.
• Ensure monitoring of batch scheduling and backup jobs and perform initial troubleshooting and escalation as documented upon failure.