• Troubleshoot/Diagnose all Level 1 issues from the customers and driving satisfactory resolution of the issues.
• Troubleshoot Product, Codes and Configuration issues
• Ensure consistent customer satisfaction
• Document all communication with customers in the CRM
• Interface with international customers
• Timely handoff (escalation) of cases that require technical or political to L2/L3 TAC

Primary Skills:

• OSI layers detailed understanding of each layers function and relevant protocols that operates at each level
• TCP/IP thorough understanding and clear explanation about windowing/handshake mechanism
• MAC header structure and use of each fields
• IP header structure and use of each fields
• ARP how ARP works in a Layer 2 and Layer 3 communication
• Mac address table fields and how a switch uses MAC table for switching decisions
• ARP table and how a switch uses ARP table
• Routing Table fields and how a Router uses routing table for routing decisions
• DHCP protocol messages (clear understanding of DORA process)
• DHCP operation in layer 2 and layer 3 scenarios (server & client in same vlan or different VLAN)
• Thorough understanding of Broadcast domain and Collision Domain
• Thorough understanding of Unicast, Multicast and Broadcast traffic
• Thorough understanding of Subnetting, Vlan, VTP, 802.1q, STP, Linkage
• Thorough understanding of RIP (version 1 and 2) and OSPF (link states, LSA types, area types, router types, neighbor communication)
• Difference between Routing and Routed protocols
• Good troubleshooting approach (from Level 1 to 7 of OSI)