Description
We are seeking a skilled Network Support Engineer to provide extensive support for Data Center operations. The ideal candidate will have expertise in L2/L3 IP protocols and experience with multi-vendor environments, particularly with Viptela SD-WAN, Cisco SD-Access, Cisco DNA, and Cisco ISE.
Key Responsibilities:
Network Protocol Expertise:
- Support and troubleshoot L2/L3 IP protocols, including HSRP, OSPF, BGP, MPLS, and VRF.
- Deep knowledge of routing and switching concepts.
SD-WAN and SD-Access Deployment:
- Deploy and implement SD-WAN and SD-Access solutions.
- Provide consultation on network design from an SD-WAN and SD-Access perspective.
Configuration and Troubleshooting:
- Configure and troubleshoot IP protocols and hardware platforms in a data center environment.
- Utilize tools like Wireshark for packet analysis and troubleshooting.
Infrastructure Knowledge:
- Understand Data Center infrastructure and connectivity between branches and headquarters.
- Prepare high-level and low-level design documents and solution proposals.
Client Interaction:
- Engage with customers to understand their network and service delivery requirements.
- Coordinate with clients regularly to align on business needs and service improvements.
Incident Management:
- Manage P1 and critical incidents, providing break-fix solutions ensuring compliance with SLAs.
- Conduct incident management processes effectively.
Quality Assurance:
- Adhere to quality standards, regulatory requirements, company policies.
- Ensure a positive customer experience through first-call resolution minimized case reopenings.
Team Support Development:
- Support L3 level escalations participate in training coaching of new team members.
- Contribute to knowledge base updates management.
Required Skills:
Certifications:
- CCNP (ENCOR) or CCIE Enterprise Infrastructure certification is required.
- Cisco ENSDENG certification is a plus.
Technical Skills:
- Strong knowledge of Software Defined Access in Cisco powered Enterprise Campus networks (SDAFND).
- Familiarity with Vulnerability Management Lifecycle Management.
Flexibility:
- Willingness to provide 24/7 support as needed.