Organizes and coordinates the activities associated with installation, deployment, and upgrade of software, hardware and network facilities.
• Configuration, support and maintenance of the network environment.
• Determine user needs and incorporate them into the design and overall plan for support.
• Responsible for acting on existing trouble tickets established in the tracking system.
• Receive complex tickets that help desk and technical support analyst cannot resolve.
• Identifies, researches, and resolves technical problems proactively establishing root cause and mitigation recommendations to prevent further issues.
• Documents, tracks and monitors the problem to ensure timely resolution and within SLA’s.
• Familiar with a variety of the IT technologies, concept, practices, and procedures.
• Relies on experience and judgment to plan and accomplish goals.
• Performs a variety of tasks. Works under general supervision; typically reports to a team lead or supervisor/manager.
Minimum of 2 years of experience required
• Experience and expert level in all fields listed below:
o Cisco, Nortel and Juniper equipment configuration, support & management
o WAN / LAN architecture and VOIP network architecture
o Networking (E.G. DNS, DHCP, QIP)
o Deployment of network equipment in large Global Corporate environments
• Cisco certification required CCNA, CCNP, etc.
• Ability to use network diagnostic equipment to evaluate and diagnose potential network related issues
• Excellent communication skills, written and oral
• Experience working with remote teams
• Self-directed with the ability to develop action plans, reports, status, and presentation material
• Bi-lingual language skills helpful, but not required