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Network Engineer
2 weeks ago
Purpose of Role
To provide 1st/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 SLAs 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
Essential
- 4+ Yrs 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 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, STP etc.)
- Good knowledge on GRE, IPSEC VPN's, NAT/PAT
- Good knowledge on MPLS, QOS and other advanced network technologies
- Good knowledge on network security (Cisco ASA, Juniper Netscreen, Sophos) and wireless technology (Cisco Meraki) etc.
- Good knowledge on network monitoring tools like Nagios, Cacti, Manage Engine, etc.
- 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
Key Qualifications
Essential
- Bachelor's Degree or relevant experience & proficiency
- CCNA Certified.
