Networking Iii

4 days ago

Pune, India CompuCom Systems, Inc. Full time

**What We Need & What You'll Do (Responsibilities)**:
**Roles & Responsibilities**:
All responsibilities for this role are aligned to provide Level 3 support in accordance with the services mentioned above. Level 3 support activities include, but may not be limited to, the following 
❖ Taking over on incidents escalated by Level 2 support and/or customers as per documented guidelines.
❖ Remote testing/triage to validate alert/event/incident.
❖ Working with customer/vendor specialists to isolate and resolve higher level network issues, not localized to single sites.
❖ Escalating with vendors/customers and troubleshooting issues with their specialists to work through critical/escalated/chronic/aging issues to resolution.
❖ Performing triage/troubleshooting with field engineers during site visits and vendor meets to identify/resolve advanced device hardware, configuration and/or software/IOS issues.
❖ Conduct and provide RCAs to customer for major incidents, critical escalations & chronic/repetitive issues.
❖ Provide technical network consultant services for the customer.
❖ Leading testing, implementation, validation and all technical aspects of change management.
❖ Leading all technical aspects of problem management.
❖ Providing support for tools audit and QA activities being performed by Team Leads & Management.
❖ Providing training to Level 2 associates.
❖ Building and managing the knowledge base (including creation of network topology maps & design documents).
❖ Lead technical panel for hiring of Level 2/3 associates.
❖ Lead all technical aspects of service transitions.

**Mandatory Requirements**:
❖ Flexibility to work in 24/7 environment with rotating shifts and weekly offs.
❖ Past experience with supporting customers based in the US or North America.
❖ Multiple professional level, or a single specialist/expert level, training & certifications in data networking by any leading vendor, i.e. Cisco, Juniper, Fortinet, Meraki, Checkpoint, Palo Alto. (Certification mandatory for external hires only)
❖ Acceptable business communication skills (written and verbal).
❖ >=6 years of relevant work experience for external hires.
❖ Level 2 - AE / EE rating 12 months & ME 18 months.
❖ Level 3 - 12 months.

**Desired Skills**:
❖ Hands on experience with network hardware/transport and field support.
❖ Professional/Expert level certifications from more than one vendor.
❖ Professional/Expert level certifications in multiple specific/specialized networking skills (Infosec, Voice, Wireless, Data Center, Cloud, Service Provider etc.)
❖ ITIL v3 Foundation training/certification.
❖ Experience in project management and leading projects.
❖ Experience in scripting and automation.
❖ Knowledge/understanding of SDN and other futuristic Cloud based network deployments.
❖ Knowledge/understanding of IoT and RPA concepts.

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