Job Description

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 5 to 9 yrs . of 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. Good verbal and written communication skills Passion and focus for customer service Excellent problem solving and analytical skills Proven ability to work within and across teams Good coordination skills and ability for multi-tasking Capability to build and maintain relationships with customers and staff Ability to learn new technologies A do whatever it takes attitude and proactive approach Knowledge on ITSM tools and processes 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

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