Technical Lead, Support Operations- Networking

21 Hours ago • 7-10 Years

About the job

Summary_{By Outscal}

What You’ll Do

● Customer Communication

o Communicate with technical experts to explain the critical issue(s) and solutions for implementation and break fix related questions

o Drive Customer Satisfaction through timely & quality communication for any critical situation where advanced support is needed

● Troubleshooting Skills

o Troubleshooting of customer reported incidents and system alerts in the areas of Networking domain expertise

o Identify, debug and troubleshoot break fix issues for quick resolution

o Provide technical analysis for incidents, resolution, and root cause analysis for the incidents

o Respond and resolve issues within agreed service levels

● Collaboration & Knowledge Sharing

o Publish knowledge articles for the incidents and service requests, prepare technical documents for the standard operating procedures

o Mentor and train other team members with tech solutions

WHAT YOU BRING

● 7-10 years hands-on experience in supporting a Networking environment

● Extensive hands-on experience in debugging issues with Networking

● In depth experience with VPNs, routers and other physical hardware.

● Installing and configuring network equipment, troubleshooting networks with wireshark, and analyzing captured logs to troubleshoot network issues

● Monitoring computer systems to improve network performance for all systems

● Maintaining current knowledge and understanding of security and networking best practices to offer the best solutions and protection to company systems

● In-depth knowledge of network protocols, networking systems like LAN, firewalls, and routers and technologies, and strong analytical and problem-solving abilities.

● Comprehensive understanding of network services and networks such as TCP/IP, OSPF and EIGRP, and network security

● Ability to analyze and evaluate networks, identify issues and provide solutions to ensure networks are operating efficiently

● Ability to communicate technical information to other technical team members but also to coworkers in other departments who may not have knowledge of networking technical terminology

Preferred skills and qualifications

● Bachelor's degree in network engineering, computer science, information technology, or a related field

● Cisco Certified Network Associate (CCNA) and/or CCNP certification

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