Description The Technical Support Associate provides advanced technical support for designated client products. You will handle escalated or complex customer cases for external/internal users of a client's products or services.Essential Functions/Core ResponsibilitiesProvide advanced technical support by handling escalated or complex customer cases, while under minimal supervisionIdentify, investigate, research and provide resolution on user questions and problems, including hardware, software, networking, or other designated client productsFollow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as neededSolve problems that are generally unstructured and require extensive use of conceptual thinking skillsProvide subject matter expertise in area of assignment; serve as a resource to other support personnelEnsure service delivered to our customers meets contractual Key Performance Indicator ('KPIs')Log all incoming calls and accurately complete case notes in the call tracking databaseCandidate Profile • Associate's Degree in related technical discipline with one to three years of related technical experience preferred • In-depth knowledge of: Network Fundamentals,· OSI Model (concept, layers' functionality, PDUs, encapsulation/decapsulation).· IP, Ethernet, TCP, UDP headers and fields' functionality.· Networking devices' functionality and operation (Router/Switch/Proxy server)· Unicast, multicast and broadcast at Layer 2 and 3.· Switching: MAC learning, forwarding, filtering, flooding, blocking.· Broadcast domains, vlans, intervlan routing, tagged/untagged ports, routing-on-a -stick.· ARP, GARP, Reverse ARP.· MAC Table vs Routing table vs ARP Table.· STP (concept, loop avoidance mechanism, port roles and states).· Subnetting, Subnet Mask, Default Gateway, valid host addresses, broadcast.· Static routing vs dynamic routing· Asymmetric routing, routing-instances, policy-based routing, PPP/PPPoe.· IP concepts: TTL, QoS, MTU, PMTUD, IP fragmentation and reassembly.· TCP (fundamentals, MSS, flags' functionality, 3-way-handshake, 4-way-close, sequencing and acknowledging, windowing).· Troubleshooting tools: ICMP tools, sniffing tools (tcpdump, wireshark, port-mirror), windows/linux network related commands, PMTUD, verifying TCP open ports with telnet, DNS resolution checks, external monitoring tools, techniques for isolating the issue, use of OSI for troubleshooting.· Basic application protocols:Telnet vs SSH (functionality, use cases, L4 ports and protocols).NTP (functionality, use cases, L4 ports and protocols).FTP (functionality, active vs passive, use cases, L4 ports and protocols).SNMP, SYSLOG, HTTP(S), SMTP (functionality, use cases, L4 ports and protocols).DHCP (functionality, DORA, Relay, options, use cases, L4 ports and protocols).DNS (functionality, use cases, L4 ports and protocols, DNS doctoring).Radius, TACACS, LDAP (functionality, use cases, L4 ports and protocols).· Basic Networking Attacks (IP sweep, port-scanning, MITM, Dos/DDoS, DNS poisoning, etc).· Firewalls (stateful, stateless, zone-based, application FW, user authentication FW).· Firewall handling of sessions/flows.· NAT (concept, source/destination/static/PAT, Port-forwarding, Proxy-ARP, use cases)· Security concepts (confidentiality, integrity, authentication).· Encryption, hashing and authentication, types and algorithms examples.· Key exchange mechanisms like Diffie-Hellman, PKI.· IPsec principles and benefitsNegotiation (IKE messages exchange, Maim mode vs Aggressive mode, traffic-selectors)NAT-T· IPS/IDS.· ALGs (concept and use cases, like FTP).· UTM.· SSL ProxyLocation:CRI Work-at-HomeLanguage Requirements:Time Type:
