Support Level 2 Engineer

e-resourcing Limited

Full time |  Permanent  |  Fresher  |  Salary type not mentioned Salary not mentioned  |  1 Jobs  | English

Job Description

Support Level 2 engineer

Key Tasks:
'Customer Support' Related Tasks:
Provide customers' with second line technical support for assigned products through inbound phone and email request
Identify, troubleshoot, document and replicate customer problems in accordance with the Customer Incident escalation Plan, based upon available information
Track solutions through problem solving cycle
Keep impacted parties informed about progress and resolution


You have a Bachelor Degree in ICT or equivalent through experience
Prior customer support experience (1-3 years) in relevant industries (networking/Internet)
Knowledge of:
TCP/IP Networking and Protocols Analyzer Tools (tcpdump/wireshark)
Internet Technologies HTTP(S), DNS, PKI,
VPN Protocols IPSec, OpenVPN, PPTP
Routing, (Application) Firewall, (Reverse) Proxy, Content Scanning, Email-relay, Network Security, Authentication Protocols
Linux/OS CLI-tools
You are a real troubleshooter/problem solver
You are able to work well under pressure and within time critical guidelines
You are able to follow-up on assigned support issues and act as a customer representative towards the company internally
You are able to analyze the situation and set priorities based upon input from the customer
You are fluent in Dutch, English and French

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