Diamond Services Engineer--Evenings amp Weekend Support

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Responsibilities
The Diamond Services Engineer takes ownership of customer reported network issues and provides assistance in quick service restoration and problem resolution.
Reproduces customer reported issues utilizing a best in breed security technology in the lab environment and works with escalation and development engineering team to provide a workaround or resolution.
Ensure client expectations are properly managed, and that technical issues are resolved to the client's satisfaction in a timely manner.
On a regular basis the Diamond Services Engineer is required to confirm that software fixes received from R&D Engineering to be tested in the lab for problem fix confirmation prior to issuing a software patch
Documents phone and e-mail communications with customers and chronicle events involved in the entire troubleshooting process in CRM database
Provide necessary support to the Service Managers for high profile technical escalations.
Develop and maintain troubleshooting skills on all Check Point products and technical knowledge in industry standard based technologies.
Finally, the successful candidate will be involved in the creation and completion of department and individual goals and fulfilling all services requests received from customers.
Desired Background
A minimum 3 years of experience working in the networking and/or Linux space as described below
Experience troubleshooting network related technologies: 802.1q VLANs, Multicast, VRRP and/or similar clustering mechanisms, static and dynamic (BGP & OSPF) routing
Technical expertise in resolving various L2/L3 issues, this will include basic understanding of protocols commonly used within enterprise networks (HTTP, HTTPS, FTP, SCP/SSH, ICMP, DNS, NFS/SMB). BS/MS in a computer related field is not required, however practical real-world experience is.
Experience providing support to direct customers, resellers, O&M, and field personnel in resolving company product related issues.
Working in the support lab for problem replication on a daily basis.
Documenting sequence of events related to resolving customer technical issues.
Analyzing data traces from protocol analyzers and traffic generators.
Experienced in managing and troubleshooting Linux or Unix based operating systems.
Check Point, Inc
Web: ****

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