Monitors and maintains network systems, servers, and critical infrastructure to ensure 24/7 uptime andperformance. Troubleshoots network issues, escalates incidents when necessary, and works to quicklyresolve outages or degradations in service.
RESPONSIBILITIES & REQUIREMENTS
- First level support to Internal / External customers for all service-related issues.
- Log all help desk activity into Service Desk Management System.
- Escalate Service Desk issues to appropriate Supervisor/Manager when necessary.
- Detailed tracking of each customer's service needs ticketing system.
- Respond to client requests, notifications, and out of service events generated by monitoring tools.
- Follow-up with customers to ensure all issues/needs have been resolved/met.
- Proactive monitoring and timely issue resolution of production systems.
- Proper escalation of issues to management and vendors according to established guidelines andpolicies.
- Performing remote troubleshooting through diagnostic techniques and pertinent questions.
- Troubleshoot including pulling logs, analyzing logs, simulating customer?s environment to duplicateproblems.
- Recognize and escalate more difficult problems to Tier II support.
- Primary point of contact of third-party service providers who will be contacted forinterconnections, issues, outages, and troubleshooting.
- Occasional visits to POP / Client End.
- Hardware configuration and validation of network related devices such as xDSL modems, networkinterface devices, Layer 2/Layer 3 switches, firewalls, routers, microwave radios, voice, VoIP, SIP,PRI, hosted voice, and analog voice services.
Education and Work Experience
- Bachelor's degree or equivalent in Computer Science or Engineering.
- 5-7 years? relevant work experience.
- Preferably a CCNA/CCNP certified candidate
EDUCATION, WORK EXPERIENCE & SKILLS REQUIRED:
- Knowledge of TCP/IP, Layer2 and Layer3 devices and general network theory.
- Understating of Routing & Switching protocols, complex transport system hardware and softwarearchitectures.
- Familiarity with various operating systems and platforms (e.g. windows server 2012 R2 & 2016,windows 10, VM ware environment)
- Excellent understanding of technologies, operating systems, networking, anti-virus, back-ups,systems and firewalls.
- Can troubleshoot and design complex router configurations; specifically, Juniper, Cisco, Maipu andMikrotik configurations.
- Hands on experience of Quality of Service in a Voice Over IP environment and VOIP protocols such asSIP, RTP/SRTP including TLS.
- Skilled with Network Management tools (Monitoring, flow analysis, graphing).
- Experience as a Windows and Linux systems administrator, technical support or similar, of whichshall have involved the support and provisioning of Cloud workloads, preferably in Azure / Amazon /Google Cloud.
- Excellent knowledge of IPv4, IPv6, OSPF, BGP, and MPLS/LDP, DNS DHCP, VPN & NAT.
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