Core Responsibilities
- Manages escalated tickets from Tier 1/2 and install groups
- Acts as an escalation point for Enterprise Managed Service customers
- Interfaces with off-net carriers to drive escalated issues
- Performs adjustments to customer networks as needed or upon request
- Responsible to ensure that customer configurations across multiple platforms are kept up to date
- Maintenance and creation of technical documentation of processes and procedures used throughout normal operations
- Acts as a knowledge resource to the Tier 1/2 and install teams
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary
- Other duties and responsibilities as assigned
Skills Required
-Working knowledge of Broadband, Wi-Fi, Switch, Router, 3G/4G backup, DSL, Voice (BCV, PRI, SIP, BVE) and Security (Firewall, USM, UTM).
-Working knowledge of carrier class data/voice network services (LAN/WAN, routing protocols, BGP4, MPLS, VPLS, EVPL, POS, etc.)
- Working knowledge of Cisco, Juniper, Ciena, Meraki, Mojo, Fortinet, SonicWall, WatchGuard, and Meraki platforms
-Working knowledge of IP implementations, including QoS, Policing, Layer 2/3 environments
-Working knowledge of Metro Ethernet, TCP/IP, SIP, VPN, and MPLS technologies
-Demonstrates knowledge of process and procedures around systems and possesses critical thinking skills to work independently to solve technical issues.
Certifications
- Cisco CCNA, Juniper JNCIA, Ciena CE-P or similar industry certifications
