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Lumen Technologies India Linkedin · Posted 3d ago

Network Consultant II (SD-WAN)

India

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Indexed description

Position Summary

  • Resolving first, second and third level support problems; 75% of which will be resolved without escalation.
  • Escalating to the relevant Engineering team as required, promptly following procedures and ensuring management is updated accordingly.
  • Ensuring the customer and ticket is up to date at all times on incident progress.
  • Maintain, troubleshoot and co-ordinate replacement of faulty hardware.
  • Involved in the execution of client change requests in a timely manner as planned by Customer Account Manager, Engineering and Command Centre Manager.
  • Escalation of critical issues/outages to Command Centre Manager and Customer Account Manager as per procedures.
  • Provide detailed feedback to other groups on all incident resolutions, ensuring full details are entered into ticket case notes.
  • Daily review and action of open cases; updating Command Centre Manager on current cases and their status as appropriate.
  • To provide comprehensive handovers to peers at the end of shift.
  • Attend Daily Operations and Change Review meetings as required.
  • Logging cases to 3rd party vendors requesting assistance on unresolved issues.

Minimum Requirements

  • Confident and Professional dealing directly with customers.
  • Outgoing team player with the ability to liaise with other team members and take the lead on decision making.
  • Positive and Pro Active attitude.
  • Working knowledge/understanding of Microsoft products.
  • Troubleshooting basic Server problems.
  • Ability to work under pressure.
  • Supportive and committed team player.
  • Experience of using Ticket Management tools.
  • Escalations are performed within the SLA timescales.
  • Good commutations with customers is required throughout incident lifecycles.
  • Engineering and Senior Management are kept abreast of appropriate escalations.
  • Analytical skills.
  • Have excellent written and verbal communication skills.
  • Be organized and be able to work under pressure.
  • Detailed working knowledge of a range of networking and security technologies, including:
    • Cisco switches and routers
    • Azure networking (vNets, Virtual WAN, HUB, VPN sites etc...) and security (NSG etc…)
    • Lenovo Switches
    • F5 Big-IP load balancers, Kemp LB,
    • Check Point and Endpoint Servers.
    • Sophos Firewalls.
    • Cisco WIFI technology.
    • Good knowledge in Bluecoat Proxy, Meraki Devices
    • SD-WAN (Multi Vendor)
    • RSA Server Management.
  • Able to demonstrate understanding of key networking concepts, including:
    • TCP/IP
    • Layer 2 and layer 3 switching and routing
    • Routing protocols such as BGP, EIGRP and OSPF
    • Security solutions such as firewalls, IDS/IPS, VPN, and SSL Certificates
    • Load balancing best practices
    • Radius/NPS setup and administration.
  • In-depth troubleshooting and strong analytical skills.
  • Use of packet capturing technologies such as Wireshark and NetScout.
  • Knowledge of platform technologies including Microsoft Windows, DHCP, DNS Unix and/or Linux.
  • Ability to design, implement, and support network and security domain.
  • ITIL accreditation.
  • Should have good experience on IP soft, Netflow and Solarwinds tools.
Sdwan, Routing and Switching, Firewall, Wireless

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