Technical support specialist – Network is responsible for IT service management handling Incident management, Problem management, Change management for all IT network technologies with complete knowledge of technical design, functionality, configuration, performance and quality of WAN connectivity.

• Analyzing production network issues and resolve

• Follow troubleshooting mechanisms and suggest corrective action

• Work in US time zone for operational shift support and provide required guidance to NOC

• Administering service requests and execute network changes for the escalated incidents or priority incidents

• Own incident ticket resolution end-to-end and find a way to resolve or provide technical workarounds

• Coordinates with NOC engineers to analyze the issue, capture new logs if required

• Coordinate with cross technology technical team to resolve the incident

• Track issues that are intermediate in nature until its closure working with multiple stakeholder

• Ensure to provide technical update during the incident management

• Identify the issues root cause and document the root cause analyses with corrective, preventive actions.

• Identify design related gaps that caused the incident and propose for preventive action

• Work through problem management process to support technical implementation

• Comply to change management process for change implementation whenever required

• Engage OEM, service provider to troubleshoot the issue and escalate to get it resolved

• Additional duties as required and possible remote implementation assistance on special projects

• Escalate to very complex network issue to L4 engineer for support

• Support in creating presentation and generates reports

• Work with network tools administration to build new monitoring solution if required
  

• Bachelors’ degree or engineering degree in Telecommunications/Information Technology/Computer Science or equivalent

• Minimum of 10+ years’ experience in Network services, deep knowledge of and management in complex environment

• Experience in network designs/configurations, managing, supporting and deploying network infrastructures

• Strong ability to diagnose network alerts, events or issues

• Excellent time management and organizational skills, and ability to handle multiple concurrent tasks and with minimal supervision

• Good oral and written communication skills, and ability to address conflict with others constructively

• Ability to work in US time zone whenever required

• Good understanding on network technologies TCP/IP, VRRP, DNS, ARP, STP, Trunking, & Port Channeling, VRF, IPsec and TLS;

• Proficient in Standard Routing Protocols such as OSPF, ISIS, BGP, Route Policy, QoS, VRRP, Multicast, LDP and MPLS.

• Hands-on experience in enterprise WAN architecture deployment and support using various industry devices