Subject Matter Expert (Support&Ops)
India
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Job Description
Subject Matter Expert (Support&Ops)
Chennai, Tamil Nadu

Job Summary

To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms and ensure positive customer satisfaction.

Key Responsibilities

Desired Skills & Experience          
               
               
               
The successful candidate should possess:        
               
Bachelor degree of Computer Science or IT equivalent    
Active CCNA certification is a minimum requirement, Active CCNP is an added advantage.
A solid understanding of network routing and switching concepts.  
Good knowledge on BGP, EIGRP, OSPF, and RIP routing protocols, redistribution, and high availability protocols such as HSRP, GLBP, VRRP.
Good knowledge of QOS, MQOS, queuing techniques, policing, shaping, marking etc on Cisco and Juniper platforms
Experience in supporting SDWAN product such as Versa, Viptela, Miraki, Silverpeak is preferred
Experience supporting Aruba and Cisco WLAN Controllers and Access Points is must.
Candidates must possess strong knowledge & working experience with resolution centric diagnostic approach, ability to quickly identify & isolate the root cause of the issues in minimal time.
Ability to multitask in a high visibility environment      
Solid communication skills, both verbal and written      
Understanding of ITIL model and experience working in an ITIL environment  
Troubleshooting skills utilizing Wireshark packet capture/analysis is an added advantage.
Experience and knowledge of network monitoring/management technologies (AAA, SNMP, FTP, SCP, telnet, SSH, NTP, Netflow, syslog, monitoring applications, etc.)
Good technical writing skills for known issue documentation.    

 

Skill Requirements

Functional Responsibilities: Tier 2 Network engineer will be responsible for a wide range of activities that includes ticket management, triage activities, collaboration with advanced teams surrounding the on-going maintenance and second level support of Managed Services customer networks, primarily Incident. These activities will include performing the troubleshooting and driving resolution of standard, repetitive moderate to complex network issues, working with vendors and internal organizations (NOC, Engineering, PMO, etc.) on product wide issues. Engineers must exhibit excellent customer facing skills and the ability to manage the internal technical teams during joint collaborations. Tier2 Technical engineers will directly interact with customers on high visibility and complex technical issues, and should possess the ability to communicate technical details and concepts. Network engineer provides the 2nd level of support by performing the incident troubleshooting, management and triage for Managed Network Services customers. Technical engineer support a complex mix of technologies that create the Managed Services product offerings including Managed WAN (MWAN), Managed LAN (MLAN), Managed Wireless LAN (MWLAN - Aruba ,Cisco WLCs and APs), SDWAN (Viptela, Versa, Meraki, Silverpeak, Velocloud).In addition to the managed CPE equipment, Lead technical engineer also provides support for customer circuits, involves in troubleshooting the circuit related issues by coordinating with field tech and other core support teams. Minimum Qualifications: The successful candidate will possess a Bachelor degree in IT or the equivalent and have an active certification of either CCNA, CCNP R&S, CCNP SP. Candidates should have a strong working knowledge of OSI layers 1-7, with the abi

Other Requirements

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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.