Network Support Engineer  

Service Request shall be defined as those changes that are low risk and frequently recurring such as:

• Access port configuration to ensure that end devices will have access in respect to network connectivity
• IP address and port assignment for the end devices
• Configuration of basic parameters of routing and switching equipment such as:
• Hostname, Enable password, Management IP Address, Login Banner, Interface VLAN, Default Gateway/Default Route, Quarterly back up of logs of routers/switches
• During implementation of Service Request, TTI shall strictly follow the Change Management Process of the customer.
• Incident Restoration.

During an incident, onsite support shall provide Level 1 checking and troubleshooting to restore the services such as:

Layer 1:

• Checking of cable connection of affected equipment.
• Physical checking of equipment status such as port LED indicators, Power LED indicators, Link LED indicators.

Layer 2:

• Checking and troubleshooting of port type configuration such as Access port.
• Checking and troubleshooting of configuration of port aggregation such as port channeling.
• Checking and troubleshooting of configuration of VLAN and port VLAN membership.
• Checking and troubleshooting of configuration of Port Security
• IOS changes (upgrade/downgrade) on layer 2 devices such as access switches that is needed to restore a service or resolve a problem

Layer 3:

• Checking and troubleshooting of inter-VLAN routing configuration on the core or distribution switches.
• Checking and troubleshooting of static-routing configuration on the core or distribution switches.
• Checking and troubleshooting of SNMP and Net Flow configuration..
• Checking and troubleshooting of basic Access Lists configuration.
• IOS upgrade/downgrade on layer 3 devices such as distribution switches/core switches with close coordination with Level 2 support of the client.
• Submits reports such as Activity Reports, Incident Reports and other reports as required.
• Strictly monitors time in handling incidents and escalates to Level 2 support if needed.
• Installation of Service Unit provided by the customer.
• Interacts with Level 2/ Level 3 support of the client or equipment vendor in restoring the services and resolving problems.
• Monitoring and checking of the network and equipment status through Client provided monitoring tool.

Experience

• Have at least 5 years working experience in a NOC Operations environment
• Trainings & Certifications Requirement
• ITIL Foundation (Preferably)
• Cisco Certified Network Associate (CCNA) (Preferably)
• Routing and Switching (Preferably)
• Wireless (Preferably)
• Training & Certification Development
• Technical Training
• Windows Admin
• Linux Admin
• Cisco Certified Design Associate (CCDA)
• Cisco Certified Network Professional (CCNP)
• Routing and Switching
• Wireless
• Cisco Prime
• Solarwinds Certified Professional
• Management Training

6 Cs of Customer Service

C. Competency

Technical Skills

(N) IP Networking

(N) Monitoring Systems

(N) Network Troubleshooting

(N) System Troubleshooting

(F) Application/Web Programming

(N) ITIL

(N) Cybersecurity Fundamentals

(N) Firewall intrusion detection, prevention and protocols

(N) Identity and access manager principles

(N) Secure Network Architecture

(F) - Familiar / 0-12 months

(N) - Novice / 1-2 years

(I) - Intermediate / 3-4 years

(A) - Advanced / > 5 years

Communication Skills

(I) Speaks clearly and can be easily understood.

(I) Expresses & speaks ideas in a logical and organized sequence.

(A) Writes clearly, concisely and effectively.

(A) Expresses ideas in a logical and organized sequence in written form.

(F) - Familiar / 0-12 months

(N) - Novice / 1-2 years

(I) - Intermediate / 3-4 years

(A) - Advanced / > 5 years

Have at least 2-years’ experience in coordinating with partners and clients

Abilities

• Must work well under pressure (Must)
• Must have good interpersonal skills (Must)
• Must be proactive when identifying potential issues (Must)
• Must show strong & effective coaching capabilities
• Must show strong customer management skills
• Must prepare well-organized and comprehensive reports tailored to its audience
• Able to effectively assess tasks & risks to prioritize work
• Able to approach a complex task by breaking it down into its component parts and considering each part in detail