Responsibilities to include:
- Provide appropriate documentation of call information & resolutions in internal trouble ticketing system.
- Respond to and manage customer network alerts per mutually defined processes.
- Maintain communication with customers on all severity issues as agreed.
- Communicate with remote site contacts to determine loss of connectivity and verify equipment status.
- Provide Tier 1 WAN troubleshooting assistance as indicated below (i.e. Frame Relay, MPLS)
- Communicate with carrier(s) for resolution of circuit issues.
- Provide information about WAN infrastructure health and utilization by using the monitoring console.
- Verification of connectivity.
- Provide remote Tier 1 LAN support as indicated below:
- Network device connectivity verification.
- Switch port setting (i.e. Speed, Duplex, Status)
- Routing table verification.
- Verification of Core (backbone) connectivity.
- Provide detailed information on LAN infrastructure health and utilization using the monitoring console.
- Tier 1 network device configuration.
- Apply Router/Switch configurations using pre-established Customer-defined and approved templates
- Apply Router/Switch configuration changes as identified below:
- Ethernet port changes
- Default Gateway changes (change orders required)
- Radius/TACACS+ configuration (change order required)
- Pre-approved access-list changes (change order required)
- Static routing changes (change order required, approval of engineer.)
- Apply ASA/Pix configuration using pre-established customer-defined and approved configuration templates.
- Apply ASA/Pix configuration changes as identified below:
- Radius/TACACS+ configuration (change order required)
- Pre-approved access-list changes (change order required)
- Tier 1 server support as indicated below.
- Provide information on server health/status using the monitoring console.
- Tier 1 application support as indicated below.
- Provide information on application(s) health/status using the monitoring console.
- Support of remote field engineers on escalated service calls.
- Provide backup configuration documentation and assistance to onsite engineer(s).
- Assist with coordination of resources for our customer’s service requests for field service.
- Provide status and relevant customer information to escalated engineer.
Job qualifications:
- CCNA or working towards certification (or) A+, Net+
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