Description
Specialist Network:
Main Tasks:
The Specialist Network has a good knowledge of IT network infrastructure technologies as well as the client internal network infrastructure.
Install and decommission appliances
Define, Configure and document routes
Configure Switches and Routers
Documentation
Technical writer:
Maintain the quality of the CMDB
Assure the quality of the information and documentation
Act as a coach for the Configuration Coordinators
Report on CMDB, information and documentation quality
Manage the production of the technical and service reports
Subtasks:
1 Service Desk Agent - Remedy & Clarify
Receive calls
Record calls in the Incident Service Desk tool
Allocate the incident priorities
Make an initial assessment of the calls assigned to the Service Provider and try to solve it (first-line support)
Record resolution information in the Service Desk tool
Escalate to second or third line support
Monitor the progress of the call
Meet Service Levels
Keep customer informed
Manage the life cycle of a call
Other technical and administrative tasks
2 Monitoring Agent
Interpret alarms from the System Monitoring application and perform correct Alarm Management
Monitor the progress of the incident related to identified Alarms
Escalate in case of incorrect Alarm Correlation or notification (False positive)
3 Network and Security Monitoring Engineer
The monitoring engineer role is responsible for installing, configuring and maintaining the monitoring infrastructure.
Analyse and understand monitoring requirements
Implement monitoring requirements: configure alarms and notifications
Interpret incidents raised by alarms and notifications
Advise on possible improvements of the monitoring infrastructure.
PROFILE DESCRIPTION
Education and training:
Bachelor's degree in Information Technology, or related
Knowledge & certification (mandatory) of at least 2 of following products: Cisco Routers, Cisco Switches, Cisco WIFI, Cisco ACE, Cisco LMS
CCNA certification or equivalent
Tooling knowledge:
a) Level of experience
b) Level of implementation and configuration
Cisco WCS/LMS (expert, senior, foundation)
Cisco ANM (expert, senior, foundation)
EMC² SMART (expert, senior, foundation)
OpNet (expert, senior, foundation)
Avocent (expert, senior, foundation)
Personal skills and competences:
a) Minimum 5 years of experience in service oriented IT network infrastructure
b) This is a technical role, related skills and certifications are required.
c) Additional skills include:
Good knowledge of networking protocols and technologies
Knowledge of client network topology
Follow predefined processes and procedures