Purpose and Scope
This role will be responsible for supporting complex network configuration and infrastructure equipment. The team member will be expected to interact with customers, peers, vendors and partners to resolve customer issues as per contracted SLAs. The engineer will be responsible for projects/moves, adds and changes remotely and at multiple customer sites.
Responsibilities
- Configuration and migrations of various Cisco network technologies (routers, switches, firewalls & WLAN controllers) while providing superior customer experience.
- Provide network hardware/software support and creates/maintain documentation and diagrams for multiple clients.
- Handle trouble tickets by phone or email to resolve customer and network issues to resolution in a timely manner.
- Troubleshoot complex network related issues, including routing, switching, SD-WAN, WAN/LAN failures, BGP and OSPF
- Build and implement failover configurations across WAN/MPLS/VPN environments to maintain redundancy and uptime.
- Support firewall rule changes on Cisco / Palo Alto / Fortinet or Meraki Firewalls
- Proactively review customers' infrastructure and provide recommendations based on findings.
- Work within required SLAs for the business and provide regular and frequent status updates.
- Ability to go onsite to customer locations when needed
This job description does not list all duties of the job. Management has the right to revise this job description at any time.
This job description does not constitute a contract for employment.
