Description
DESCRIPTIONThe Network Services/Support consultant will provide on-site help desk Tier 2 - 3 network support for both data and VoIP infrastructures including MPLS, ATM, EVPN, Frame Relay, and dedicated circuits using mainly Cisco equipment.. Serve as escalation point for support of network operations by troubleshooting customer devices and end-to-end services, identifying sources of problems, and resolving configuration issues.
Responsibilities
- Configure network Sniffer trace tools and analyze the trace information to determine and correct performance problems and issues.
- Monitor elements, fault identification and management, performance reporting, Real Time performance tuning, and capacity planning and analysis.
- Engage equipment and service vendors to support network operations.
- Assist in compiling and delivering service level reporting to client on performance and capacity reporting.
- Respond to and may implement client requests and notifies them of network problems and the impact on customer's business.
- Act on client's behalf in handling network problems and changes.
- Coordinate vendor activities to provide problem resolution within contractual time lines and service level agreements. Provide proactive support using network management tools.
- Test all backup facilities on a regular basis.
- Follow problem management guidelines to ensure all problems are accurately documented for historical records and root cause analysis.
- Ensure change management guidelines are followed while coordinating change activity.
- Ensure all change activity is documented and the documentation is updated for later support.
Qualifications
- Cisco CCNA certification required as a minimum.
- Five + years of experience supporting and implementing data communications infrastructure including Cisco and 3COM equipment.
- Possess strong customer service skills which have been used in an environment requiring direct customer contact.
- Experience with the maintenance of a large corporate network consisting of multiple Routers, Switches, and various network equipment.
- Experience troubleshooting WAN and LAN networks.
- Experience with protocols such as TCP/IP, VoIP, Appletalk, SDLC, and SNA.
- Experience working with leased line facilities and the vendors that provide those services.
- User experience with HP Openview, CiscoWorks, and network capacity planning tools.
- Occasional travel is required.
- Off-shift and weekend work required, participating in an on-call rotation.
- Work schedule may be periodically adjusted due to business needs.
- Sniffer Trace tool analysis skills a plus.
SKILLS
CCNA, customer service skills, experience troubleshooting WAN and LAN networks, Sniffer trace tool analysis
Synectics offers competitive salaries and a full suite of benefits. EOE.