JOB DUTIES AND RESPONSIBILITIES :
This is primarily an operations role which may require project involvement as needed. As part of the support team, accountabilities include processing of Requests, supporting and resolving Incidents, implementing Changes, and reviewing Problems.
Demonstrates a service oriented approach in processing customer requirements and requests
Provides second level network incident support (in a shifting or on call rotation) for incident tickets not resolved by Level 1 -
with a primary focus on service restoration
Performs in-depth troubleshooting and complex analysis of network protocols such as TCP / IP, SIP, VoIP, BGP, OSPF, Etc.
collaborates with other teams to identify root cause.
Performs administration and maintenance of network security devices like proxies, load balancers, firewalls, and different VPN technologies
Ensures changes meet required standards and quality prior to deployment in the production environment to minimize the impact to the business
Strictly follows the change management process
Provides effective time management and work prioritization to meet target dates for activities and project tasks; identifies risks which may impact the ability to meet deliverables.
Demonstrates excellent attention to detail with a focus on delivering quality work; seeks continuous improvement for the betterment of the organization
Accountable to the team's commitments, deliverables, and SLA's
Minimum of 8+ years' experience working on network infrastructure : data centers, VoiP, security, WAN, LAN, Wireless.
Minimum of 5+ years' experience in administering and troubleshooting network devices like routers, switches, and security devices like firewalls (Checkpoint, ASA, FWSM)
Minimum of 5+ years' experience in administering and troubleshooting Proxy and IPSEC / SSL VPN Technologies
Experience in working with Network Load Balancers (Citrix Netscaler) and Proxy servers (Bluecoat) is desired.
Experience in Wireless LAN installation and troubleshooting (Cisco, Aruba) is desired.
Strong inter-personal skills to effectively represent IT concepts to executive level management and end users
Strong in verbal and written English. Must be able to communicate and write clearly and assertively especially during high stress situations
Must have the self-initiative to learn and adapt to new technologies in a fast-paced environment; willing to take advantage of opportunities for professional growth
Punctual and available to work 24x7 whenever required
Willing to work on a shifting schedule
Actively participates in meetings or any company events
Must be able and willing to cross train to other network technologies such as routing / switching, wireless and voip