Troubleshoot network access issues and implements network security policies and procedures.
Research, diagnose and resolve Tier II network, circuit, telephony issues.
Perform tracking and management of network events to resolution.
Monitor, Install, configure, support, and maintain moderately complex network service devices, telecommunications and LAN/WAN hardware and software.
Work with vendors to escalate trouble tickets, determine Root Cause for outages and chronic issues
Assist employees, vendors, or other customers by answering questions related to network operations procedures and services.
Complete work in a timely and accurate manner while providing exceptional customer service.
Conduct training and creates documentation for Service Desk and other support teams on new network hardware or services being rolled out to the enterprise.
Follow Incident Management Procedures and assists with Customer Communication for High Priority issues affecting the enterprise.
Provides reports and metrics on trending issues.
Other duties as assigned.
Qualifications
This position requires a minimum offive years network firewall experience.
Proven knowledge of the following systems is necessary : network operating systems, network topologies, network hardware, routing, switching, data privacy, security, and telecommunication systems.
Experience with Cisco Firepower Firewalls, Panorama, Palo Altos, Meraki.
Monitoring network traffic for troubleshooting issues. Experience with packet capture and Wireshark.
Experience using Palo Alto Panorama for firewall configuration and troubleshooting.
Working knowledge of network services availability, performance, and security is required.
Working knowledge of commonly available tools, including Network Node Management (NNMi), ServiceNow
The ability to work efficiently under pressure, accurately meet deadlines and present a professional demeanor is essential.
Excellent communication skills, customer service skills, including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude are essential.
Maintaining confidentiality, treating others with respect and upholding Company values are key attributes.
In addition, organizational and problem-solving skills, a can-do attitude, and the ability to adjust to changing requirements are essential.
Intermediate level desktop computer software experience is necessary, including skills in Microsoft Office
