Candidates should possess a BE/B Tech degree in Electronics or Electronic and Telecommunications. They must have 3 to 6 years of direct technical support experience involving customer interaction, troubleshooting, and deployment of solutions in IP-MPLS networks of varying scales. Industry certifications like CCNA, CCNP, JNCIA, or JNCIS-SP are expected. The role also requires hands-on commissioning and diagnostics experience with network vendor products and familiarity with network monitoring tools such as Wireshark and SolarWinds. Experience with ticketing systems like Salesforce, Oracle, or JIRA, along with excellent problem-solving and communication skills, is necessary

Domain Knowledge

The role requires expertise in several networking domains including:

• Routing Protocols: OSPF, ISIS, BGP, MP-BGP
• Labeling Protocols: LDP, SR, RSVP, BGP-LU
• Traffic Engineering
• VPN Technologies: MPLS-TP/IP, L2VPN, L3VPN, E-VPN, and interworking of L2VPN and L3VPN
• Layer 2 Switching: subnetting, VLANs, xSTP, VRRP
• Protection and Restoration Mechanisms: FRR, Linear Protection, PW-R, LAG/MC-LAG
• Timing Synchronization: IEEE 1588v2 PTP, SyncE
• Quality of Service (QoS) [6] [7]

Roles and Responsibilities

The role is customer-facing, involving both onsite and remote technical support with a focus on meeting deadlines and fast turnaround times. Flexibility in working rotational shifts is required. There may be international travel up to three months based on business needs. Key responsibilities include:

• Providing advanced technical support to resolve complex networking issues within agreed SLAs and escalating cases when necessary.
• Troubleshooting network configurations, protocols, and hardware.
• Maintaining and developing in-depth knowledge of networking products and solutions.
• Effective communication with customers to understand and resolve issues promptly.
• Collaborating with internal teams such as sales and project management to improve product quality.
• Keeping accurate documentation of customer issues and resolutions.
• Continuously updating knowledge on networking technologies and solutions

Key Interfaces

The Senior Technical Analyst will interact with Ribbons global customers and partners as well as internal Ribbon teams including Global Product Support (T3/GPS), Sales, and Project Management