Technical Consultant – Network
2 weeks ago
This role requires strong fault isolation and root cause analysis skills todiagnose and solve complex technical issues and provide timelysolutions to customers in a professional manner.
Regularly updatingcustomer cases to record the progress of calls in the call-tracking systemand documenting technical solutions and product information inaccount-specific repositories.
Work to reproduce customer issues andwork with vendors to resolve technical issues and thus does not limit tothe above with more involvement likeManages the design, implementation, and ongoing management ofmainly.
Provide reactive/proactive Designated Technical Support to top-tiercustomers.Provide configuration review, troubleshooting, and best practices tonamed customers.
Manage support cases to ensure issues are recorded, tracked, resolved,and follow-ups are done in a timely manner and reported via the Service Deskand Customer.
Provide fault isolation and root cause analysis for technical issues.Publish Technical Support Bulletins and other technical documentationin the Knowledge Base.
Gather and retain customer-specific documentation in a secure locationfor ease of troubleshooting.
Review of technical documentation, troubleshooting guides, etc, andimprovement PlansAct on Incidents reported by our network management tools.
Act on Incidents reported by the customer (via our service desk)Proactively test & upgrade software on various devicesAnalyse capacity management reports & propose improvements.
Prepare and execute Change requests.Remotely Configure new devicesInteract with multiple teams (Helpdesk, Customer, Service deliveryManagers)Communicate & raise incidents to the party (vendors/telecomproviders)Propose improvement plans (technical & human activity)Proactively seek guidance from peers and seniors where required.
Team presentations on your activitiesPropose improvements for our network management tools /Configuration.Analyse reporting before used by Service Delivery ManagerThis role involves client interaction.
The scope of products/vendors covers –FortiGate, Cisco ASA, Cisco FTD, Palo Alto ( Firewall, Panaroma )Cisco (Routing, Switching), Wireless, Cisco ACIMeraki (Wireless ,SDWAN )Primarily
:
Cisco (Routing/Switching), FortiGate FirewallsSecondary
:
One of the following firewalls Palo Alto, Cisco ASA, Cisco Firepower,Cisco ACICore SkillsMinimum 8 years relevant experience (see list of vendors)Hands-on experience working in an ITIL-structured organizationdealing with Incident / Change / Problem management.
Hands-on experience in handling major IT infrastructure vendorproducts such as Cisco and Palo Alto.Expert in implementing and supporting Advanced routing protocols,Switching.
Experience with Wireshark or other protocol analyzers.
Configuring network & security devices with end-to-end security inmind.
Configuring end-to-end Quality of ServiceTroubleshoot using traffic analyzers, NetFlow collector, capacitymanagement tools.
Incident Report Document writing.
Documentation (MS Word) & drawing ( MS Visio ) updatesParticipating in Team and customer meetings.
Effective English speaking & writing skills.
Soft Skills Driven and Customer-focused. Ability to work well under pressure. Proactive Attitude Problem Solving Excellent Communication – Verbal & Written Independent and resourceful with minimal supervision Team player Take initiativeCertification/TrainingMasters/Graduate degree holderFortinet NSE5 and above (Desired), PCNSE, PCNSA, CCIE, CCNPSecurityCCIE, CCNP routing switching (Desired)
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