Senior Network Support Technician
7 days ago
The Senior Network Support Technician will oversee the customer lifecycle, ensuring fault complaints are resolved within SLA standards and delivering value-added services. This role requires strong technical expertise and excellent communication skills to engage with customers proactively and develop robust support frameworks.
Responsibilities
- Act as the primary contact for urgent issues and faults involving critical circuits.
- Identify and resolve hardware, software, and connectivity issues to ensure optimal network performance.
- Deliver onsite support for escalated incidents, ensuring quick resolutions and consistent updates to stakeholders.
- Conduct regular assessments to identify areas of improvement.
- Provide advanced support for complex network issues, including leading troubleshooting efforts and managing technical communications.
- Perform root cause analysis and implement long-term solutions for recurring issues.
- Develop and maintain up-to-date network documentation, and deliver regular performance and incident reports.
Requirements
- Bachelor's Degree in Computer Science, IT/ Software Engineering, Information Security and Assurance, Network Security, Information Technology Management.
- Cisco Certifications (mandatory): CCNP (Cisco Certified Network Professional) or equivalent.
- Arista Certifications (highly desirable): Arista Cloud Engineer (ACE) Certification Program.
- Juniper Networks Certifications will be an added advantage.
Essential Skills and Experience
- Minimum 5 years of experience in network engineering, design, and implementation.
- Expertise in various Cisco solutions, such as Routing and Switching (IOS, NX-OS).
- Proficient in data center network solutions (ACE 4 and above).
- Deep knowledge of routing protocols like BGP, OSPF, EIGRP, MPLS, VRF, etc.
- Familiarity with network automation frameworks (e.g., Python, Ansible, NetConf/YANG, REST APIs) is a plus.
- Proficient with tools such as Wireshark, SolarWinds, Cisco DNA Center, and other network management systems.
- Strong proficiency in ISP protocols, particularly BGP and EIGRP, with solid troubleshooting abilities.
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