IT Analyst

Career Opportunities:

Network Engineer Level 2

Purpose of Role
To provide 2nd level technical support to Brennan Voice and Data clients, Brennan IT engineers and staff. To coordinate, collaborate and escalate incidents within established timelines with Level 3 engineers, Carriers and Suppliers. To ensure all contracted levels of performance are achieved and SLA’s as agreed are met. Will be responsible to continuously improve the Efficiency and Excellence of Service Delivery as measured by Client Satisfaction ratings.
Key Responsibilities
Your activities and duties may include but not limited to:
Troubleshoot complex customer network issues (LAN & WAN) and provide corrective actions to restore the customer services
Troubleshoot and resolve complex WAN issues in coordination with carriers & suppliers
Act as technical escalation point of contact for Level 1 engineers and all other internal and external issues in regards to Brennan Voice and Data services
Responsible for improving performance for the customer network, devices and services
Responsible for cross functional coordination to resolve internal and customer related issues
Maintaining internal and customer communication during the ticket resolution
Escalating issues to next level as per define procedures
Responsible for documentation of customer network and updating internal knowledge database
Execute project tasks, including but not limited to gathering customer technical requirement, configuring router, switches, firewalls and other associated network devices if any.
Creation of MOP/SOP and responsible for change management
Assist is creation of Root Cause analysis (RCA)
Adherence and compliance to the defined processes and tasks assigned
Training and Mentoring Level 1 network engineers and other staff as necessary
Key Competencies
Candidate Must have Skills – MPLS, BGP, Routing, Switching, QoS, IPSEC, Firewall (any Vendor).
Essential
7 to 10 yrs. of experience in technical network support role preferably in Managed Services or Telecom provider environment.
Strong industry based technical aptitude (e.g.TCP/IP and Application layer protocols)
Good troubleshooting experience on multiple networking platforms and technologies (Cisco, Huawei, Juniper, Fortinet etc.)
Good knowledge and troubleshooting experience on DSL, ISDN, Ethernet, IP, 3G/4G and networking protocols (eg. SNMP, DHCP, DNS, HSRP, Routing protocols like EIGRP, OSPF, BGP etc. and switching protocols like VLAN, Trunking, Dot1x, VTP, STP etc.)
Good knowledge on GRE, IPSEC VPN’s, SSL VPN’s, NAT/PAT
Good knowledge/hands-on on MPLS, QOS, Service Provider Routing (advanced BGP) and other advanced network technologies.
Hands on SDWAN, DMVPN, Fortinet ADVPN will be an added advantage.
Good knowledge on network security (Cisco ASA, Juniper Netscreen, Sophos, Fortinet) and wireless technology (Cisco Meraki) etc.
Good knowledge on network monitoring tools like Nagios, Cacti, Manage Engine, etc.
Good verbal and written communication skills
Passion and focus for customer service
Excellent problem solving and analytical skills
Proven ability to work within and across teams
Good coordination skills and ability for multi-tasking
Capability to build and maintain relationships with customers and staff
Ability to learn new technologies
A “do whatever it takes” attitude and proactive approach
Knowledge on ITSM tools and processes
Experience in supporting international clients
Willing to work in shifts
Desirable
Experience in working with managed services or telecommunication provider
ITIL Service Management Foundation accreditation
Knowledge on Voice technology (VOIP protocols, PBX etc)
Key Qualifications
Essential
Bachelor’s Degree Or relevant experience & proficiency
CCNA Must be Valid and also CCNP in Routing & Switching (Atleast 1 Paper Must be completed)
Desirable
Bachelor’s Degree in Engineering (Electronics or Telecommunications)
CCIE (Written) or equivalent in Routing & Switching or Security