Summary

Crucial skills, duties and responsibilities

• Availability to work in a 24x7 environment, typically consisting of 12-hour shifts scheduled during weekdays, weekends, and holidays.
• Strong problem solving skills with Cisco routers and switches, Fortinet Fortigate firewalls and Juniper NetScreen firewalls. Capable of solving sophisticated network incidents through device command line and UI monitoring tools such as Netflow, PingPlotter and FortiAnalyzer.
• Expert knowledge of networking concepts, IP protocols, routing protocols, sophisticated Cisco router configuration/management, and network monitoring tools (SolarWinds Orion experience a plus).
• Familiarity with data and network circuit hierarchies, such as site-to-site VPN tunnels, Internet Service Provider circuits, MPLS, Broadband, Fiber and Wireless Infrastructure.
• Partner with vendor suppliers and internal support organizations to ensure timely incident resolution.
• Raise incidents to the appropriate support staff. Document all activities in incident/problem management system (ServiceNow experience a plus).
• Manage support requests from both internal and external customers. Identify incidents/problems and engage within established support processes or with direct guidance from peers and supervisors.
• Provide quality customer service and meet or exceed service work.
• Possess strong self-initiative to consistently expand technical abilities and knowledge.

Crucial competencies

• Help accomplish tasks or objectives outside your area of main responsibility.
• Work productively with customers (internal and external), colleagues, and other infrastructure teams.
• Participate in achieving team and organizational goals.

Communication

• Apply good communication skills: speaking, listening, and typing. Maintain effective technical/business comprehension.
• Connect with customers (internal and external) and infrastructure teams with a positive and professional approach.

Incident/Problem Solving

• Take ownership and responsibility of incident and problem engagement at the individual and team levels.
• Research and use information as vital to resolve incidents.
• Gather the facts before acting on or recommending an action.
• Take initiative to recommend/implement preventive measures and minimize business impact.

Continuous Service Improvement

• Generate new insights, alternatives, and solutions to enhance or expand services.
• Develop or improve support procedures, and regularly seek the highest levels of customer satisfaction.

Decision Making

• Use sound logical judgment to choose an appropriate course of action.
• Take decisive steps and seek the assistance of others in decision-making, as appropriate.
• Exercise flexibility to change direction when situations warrant.

Follow-Through and Commitment

• Consider the business impact of any actions taken.
• Continue to follow up through incident resolution or raise appropriately.
• Meet or exceed the service level objectives (SLOs).

Qualifications

• Degree in Information Systems or related field or equivalent work experience.

Experience

• Possess strong theory and concept of data/application networks.
• Possess good interpersonal skills.
• 3-5 years in a networking environment.
• Cisco Certified Network Analyst (CCNA) a plus.

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