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Technical Support Engineer II

Company: NetScout Systems, Inc.
Location: Burlington, MA
Posted on: May 30, 2018

Job Description:

Provides pre- and post-sales support for customers, end users, resellers,

and support partners. Troubleshoots, diagnoses, and resolves technical

customer issues. Resolves new customer cases via the company’s Support CRM

System. Replicates issues and tests customer configurations in a

laboratory environment. Recreates, tracks, and verifies software defects

in the field or under laboratory conditions reported by customers.

Interfaces with other technical support personnel, engineering, and product

management to escalate and resolve issues. Performs remote upgrade

activities. Acts as a mentor and on-shift escalation point-of-contact for

Tier I and II Support Engineers. Assists in facilitating team DDoS training

exercises. Performs packet-level analysis of reported threats, identifies

attack vectors, and recommends mitigation strategies. Applies

countermeasures to mitigate evolving security threats in real time.

Leverages Linux/GNU, kernel, TCP/IP functions, Bash scripting, tcl,

awk/sed, and Python programming. Provides both formal team classroom

training and informal lunch and learning sessions. Authors technical

knowledgebase articles for use by other technical support personnel,

customers, and partners. Participates in one-week, 24/7 on-call rotation,

once per month.

Requirements: Bachelor's degree in Computer Science, Electrical

Engineering, Information Systems or related field (willing to accept

foreign education equivalent) plus 5 years of experience providing

technical support, services, and information and network security in

telecommunications network and routing environments. Or, alternatively, no

degree and 7 years of experience providing technical support, services, and

information and network security in telecommunications network and routing

environments. Specific skills/other requirements (quantitative experience

requirements not applicable to this section): 1) Demonstrated expertise

leveraging IP service provider networks, including TCP/IP, IPv4/v6 sub-

netting, super-netting, hierarchical routing principles, routing protocol

operations (OSPF, IS-IS, and BGP-4), security protocols (IPSEC, DNSSEC),

firewalls, Intrusion Prevention Systems IPSs, load balancers, WAF,

Intelligent Detection, and Mitigation Systems and Proxies; 2) Demonstrated

expertise leveraging routing policies at BGP peering points, VPNs and

tunneling technologies (L2TP, MPLS, L2VPN, L3VPN, GRE), and configuring

Cisco and Juniper switches and routers; 3) Demonstrated expertise

performing network packet analysis using Wireshark and TShark, and

analyzing advanced persistent threads with network monitoring tools; and 4)

Demonstrated expertise leveraging TCP protocols including web (HTTP and

HTTPS), API (SOAP, XML, and REST), email (POP/POP3, SMTP, and IMAP/IMAP4),

database (MySQL and Oracle), and Telnet, Secure Shell (SSH), and File

Transfer Protocol (FTP), Domain Name System (DNS), Security suites TLS and

SSL.

Send resume to careers@netscout.com and include job title and “Job Code

CDB-TSE2” in the subject line.

Keywords: NetScout Systems, Inc., Pawtucket , Technical Support Engineer II , Computer , Burlington, MA, Rhode Island

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