Overview
Skills
Job Details
Additional details :
Provides 24x7 operations support of networking components through monitoring and problem resolution for all global network services (coax/fiber/wireless) connectivity, voice, data, SD-WAN, and security services.
Coordinate with cross-functional teams, including network engineers, data center operations, and vendors, to resolve complex issues, support maintenance activities, and execute emergency response protocols
Perform basic troubleshooting of SDWN, routers, switches, and firewalls.
Troubleshoots, maintains integrity and configures network components along with implementing enhancements to improve reliability and performance
Provides support for the escalation and communication of status to management and other internal customers
Monitor network performance and alarms using NMS tools and dashboards
Respond to alerts and events; perform initial triage and escalate issues per SOPs
Log and track all incidents, events, and service requests in the ITSM platform (preferably ServiceNow)
Collaborate with Tier 2/3 teams, field technicians, and vendors to restore services
Conducts problem identification, diagnosis and resolution of problems
Manage carrier planned maintenance by creating advisory changes and submitting to change management.
Serve as first-tier support for Global Network Delivery team.
This position will require schedule flexibility, including weekends, late nights, and holidays
Description:
This list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.
Implement network changes during appropriate change windows (after hours)
Create network changes as required by ticketing system per incident
Perform LCM (Lifecycle Management) functions
Perform Vulnerability Management functions
Identify proper escalations associated with incidents as they occur
Follow change and engineering standards documentation
Provide network triage for all network incidents
Serve as second-tier support for network operations team when needed.
Participating in on-call support escalation rotation
ALL YOU'LL NEED FOR SUCCESS
Top 3 requirement:
- Routing & Switching (BGP, OSPF, Spanning Tree, LACP, TCP/IP)
- Meraki experience
- SDWAN (Velo Cloud)
Minimum Qualifications- Education & Prior Job Experience:
Bachelor's degree in Computer Science, Computer Engineering, Technology, Information Systems (CIS/MIS), Engineering or related technical discipline, or equivalent experience/training
3 years of experience in a NOC, help desk, or technical support environment within an enterprise data network/IT industry
Good knowledge of Spanning-tree protocols (PVST,MSTP,RSTP), QOS, VPN, NAT, VoIP, IPSec, Multicast, DNS services, MPLS networks, network protocols (Ethernet, TCP/IP, SNMP, VLAN Trunking), and routing protocols (BGP, OSPF).
Good knowledge on Cisco/Aruba/Meraki switches/routing networking
Experience working with network monitoring tools such as CA Spectrum or Logic Monitor and ITSM platforms such as Cherwell or ServiceNow.
Experience working with Velocloud/SDWAN/Aruba/Meraki/NexPalo Alto & Fortinet Firewalls/Zscaler equipment is an advantage
Experience in switch upgrades and refresh activity is a plus
Basic understanding of public cloud and Azure cloud networking