What You’ll Do
● Customer Communication
o Communicate with technical experts to explain the critical issue(s) and solutions for implementation and break fix related questions
o Drive Customer Satisfaction through timely & quality communication for any critical situation where advanced support is needed
● Troubleshooting Skills
o Troubleshooting of customer reported incidents and system alerts in the areas of Networking domain expertise
o Identify, debug and troubleshoot break fix issues for quick resolution
o Provide technical analysis for incidents, resolution, and root cause analysis for the incidents
o Respond and resolve issues within agreed service levels
● Collaboration & Knowledge Sharing
o Publish knowledge articles for the incidents and service requests, prepare technical documents for the standard operating procedures
o Mentor and train other team members with tech solutions
WHAT YOU BRING
● 7-10 years hands-on experience in supporting a Networking environment
● Extensive hands-on experience in debugging issues with Networking
● In depth experience with VPNs, routers and other physical hardware.
● Installing and configuring network equipment, troubleshooting networks with wireshark, and analyzing captured logs to troubleshoot network issues
● Monitoring computer systems to improve network performance for all systems
● Maintaining current knowledge and understanding of security and networking best practices to offer the best solutions and protection to company systems
● In-depth knowledge of network protocols, networking systems like LAN, firewalls, and routers and technologies, and strong analytical and problem-solving abilities.
● Comprehensive understanding of network services and networks such as TCP/IP, OSPF and EIGRP, and network security
● Ability to analyze and evaluate networks, identify issues and provide solutions to ensure networks are operating efficiently
● Ability to communicate technical information to other technical team members but also to coworkers in other departments who may not have knowledge of networking technical terminology
Preferred skills and qualifications
● Bachelor's degree in network engineering, computer science, information technology, or a related field
● Cisco Certified Network Associate (CCNA) and/or CCNP certification