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Senior Network Support Engineer

Company: CultureFit
Location: Naperville
Posted on: November 23, 2020

Job Description:

Senior Network Support Engineer Summary The Senior Network Support Engineer is focused on both reactive customer support through ownership of customer tickets created in the Mindsight incident tracking system, as well as using network administration tools and knowledge of customer environments to provide proactive services for our customers and meet their SLA with high Customer satisfaction. Responsibilities Responsibilities include, but are not limited to - Manage a queue of incidents and requests related to network technologies - Engage carriers and vendors in response to telecommunications outages - Use remote access tools to access network systems at customer sites - Respond to incidents of varying priority and difficulty initiated by customers - Respond to alerts of varying priority and difficulty generated by monitoring systems - Fulfill moderate to complex requests and changes - Participate in a 1-week on-call rotation once every 6-8 weeks - Occasional work outside of business hours as required by customer - Occasional regional on-site work as required by customers - Participate in team meetings and activities - Create a sense of camaraderie within the team - Other duties as assigned Requirements Technical Requirements 5 yearsrsquo experience with network design, configuration, andor maintenance activities. Strong network troubleshooting skills are required. Technical experience in the following areas is required Strong experience with Cisco network solutions is preferred Network routing and switching (BGP, OSPF, EIGRP, RIP, HSRP) Security and Firewall configuration and management experience VPN technologies including IPSec and SSL on Cisco ASA and IOS Physical layer troubleshooting, including T1PRI, T3, and Ethernet Knowledge of the networking requirements of VoIP, Video, QoS Cisco Nexus skills including VPC Cisco Wireless infrastructure skills Cisco Firepower and ISE experience a plus Network Virtualization skills including Cisco MDS, 1000V a plus CCNP Routeswitch, Security, Enterprise or equivalent experience required Demonstrable experience with Juniper, F5, Meraki, Aruba or other non-Cisco platforms a plus General Requirements In addition, the ideal candidate will have the following skills andor experience Good communication and customer facing skills Experience self-managing a ticket queue, working on multiple issues at once, while providing regular updates to customers and co-workers Strong troubleshootingproblem solving skills Team-oriented helpful attitude willingness to teach and learn from others A strong focus on attention to detail and excellence of delivery Willingness to learn complimentary technologies and further professional development Ability to follow documented procedures, ensuring compliance with customer requirements and change control procedures Strong documentation skills, knowledge of Visio, and ability to create diagrams and documentation to drive efficiency of operations Technical screening questions and a hands-on laboratory examination will be required as part of the interview process. Key Performance Indicators Meet customer SLA requirements Meet productivity requirements (mean time to close) Meet customer satisfaction requirements (95 or above) Timely escalation of issues to team lead Maintain certifications and professional development plans

Keywords: CultureFit, Naperville , Senior Network Support Engineer, Other , Naperville, Illinois

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