Network Support Engineer
Trends Group, Inc.
- Makati, Philippines23rd Floor, 105 H.V. Dela Costa , Makati, Metro Manila, PhilippinesMakatiMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Job Description
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.
Minimum Qualifications
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
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- IT and Software
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Sometimes
- Office Address
- 105 H.V. Dela Costa, Makati, Metro Manila, Philippines