Technical Support Engineer

About the Role

Red Education is 15 years young, and the leader in specialist training and professional services for the IT community across all of JAPAC. We provide the I.T. community with vendor-accredited training either in a classroom setting, as a virtual delivery, or on-site locations. We have delivered over 75,000 training seats to the top Fortune 500 companies, every major enterprise, Government agency, and service provider in the regions.

Reporting to: Country Manager/Chairman             Hours: Full-time 9 am to 5 pm                 Location: Bangalore, India

On-call: When the Australian Support Engineer isn’t available, from 4:30 am IST and possibly on the weekends to manage the build process

Purpose of the position: To support internal IT services and particularly labs for Singapore and Indian trainers and for the last few hours of Australian courses.

Responsibilities & duties

Responsibility 1 Support the labs

  • Work to support trainer issues in our major lab environments (including F5 Networks, Check Point, Palo Alto Networks, Pure Storage and Paessler)
  • Develop the various python scripts that make up the Red Education lab environment
  • Manage the labs generally with the help of the level 3 engineer in Australia
  • Monitor the day to day performance of the labs.
  • Enter commands and verify proper system operation through observation to detect errors.
  • Follow change control processes

Work Standard– Acknowledge an issue opened by a trainer within 10 minutes of receiving it. Resolved issues as quickly as possible so as not to affect classes.

Responsibility 2 Support Internal IT

  • Resolve any level 1 or level 2 issues by yourself. Escalate any level 3 issues to L3 support.
  • Field questions pertaining to user inquiries regarding computer software or hardware and then present solutions.

Work standard – acknowledge an issue opened by any staff member within 30 minutes of receiving it. A “can do” approach is critical to your success in this regard, as this is the company culture.

Responsibility 3 Develop the lab environment to be more robust and support the business needs of Red Education

  • Develop the various python scripts that make up the Red Education lab environment
  • Manage the images for the Lab Environment
  • Manage the Lab Build process if required on Saturday or Sunday.

Work Standard: Manage and develop the lab environment on a very tight budget.

Responsibility 4 – Manage the IT security of Red Education

  • Manage Firewall policy
  • Manage SAML and SSO connectivity on F5 APM
  • Manage Cloud security and connectivity for AWS, Google Cloud and BGUS

Work Standard: Manage the security of Red Education’s IT environment with an open policy for trainers to access systems but with a view to security for important company information on a tight budget.

Academic & trades qualifications

Essential

  • Degree Level of education
  • Strong VMWare Virtualisation Experience
  • Python coding experience – intermediate to the expert level
  • Working Knowledge on F5 or Palo Alto or Check Point or similar products

Desirable

  • Certifications in Python, VMware, and for F5, Palo Alto Networks, or Checkpoint.

Work experience & skills

Essential

  • Industry experience – 2-5 years+.
  • Broad understanding of vendors (but we can train you to understand everything more deeply as we’re the training company)
  • Broad technical understanding of information technologies.

Desirable

  • Deep technical understanding of one or more of RE’s vendor portfolios.
  • Understanding of networking concepts – and particularly Cisco Switches

Personal qualities & behavioral traits

Essential

  • “Can do” attitude.
  • Outstanding written and verbal communication skills.
  • Presenting a positive outlook.
  • Attention to detail.
  • Honesty, integrity, empathy.

Relationships With Purpose

  1. Trainers – respond in a timely fashion to support requests.
  2. Other Red Education Staff – Respond in a timely fashion to support requests
  3. Customers – Ensure customers are delighted with their experience with us by improving ratings of the labs in course feedback and minimizing negative reviews.

 

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