07/01/2020
Provide Customers with professional, timely, efficient and effective technical expertise on LAN/WAN/Wireless/Security & Convergence services support.
Support or Provision Customer LAN/WAN/Wireless/Security network changes on time and help to improve the process to “do it right the first time”
Provide LAN/WAN/Wireless/Security service support by owning customers LAN/WAN/Wireless/Security incidents within a complex topology (manage LAN, WAN, Wireless, Security, IP Network routing or quality issues…) and developing a methodical approach to solve the incident or problem. Escalate problems to suppliers or internal Expert Practices when appropriate.
Analyze problems and resolving recurring difficulties through root cause analysis.
Implement LAN/WAN/Wireless/Security change requests for customers on the managed LAN/WAN/Wireless/Security solution (Cisco Router, Cisco Switch, Cisco Firewall, Fortinet Firewall etc.).
Maintain a comprehensive and update-to-date customer LAN/WAN/Wireless/Security topology database
Actively contribute to improve and map LAN/WAN/Wireless/Security processes within ITIL framework
Contribute to the achievement of customer satisfaction by proving best in class support
Understand complex LAN/WAN/Wireless/Security integration with WAN, LAN, Wireless, Firewall customer network.
Education and qualifications
Degree in Computer Science, Data Communications, Engineering (or equivalent)
Industry Technical Certifications are required: Network & Security (Cisco and/or Fortinet)
Network Switching and Routing knowledge: (BGP, OSPF, EIGRP, IPSec, RSVP, VTP, VLAN, STP, QoS, TCP/IP, IP Address, Frame Relay, HSRP, VRRP, NAT, ACL, etc.)
Good LAN/WAN/Wireless/Security Tools: EMC Smart, Cisco Prime and NAM
Experience
At least 2 to 3 years of experience with Cisco router and switches, Cisco & Fortinet firewall management, F5 load balances, Citrix Netscalers. Other experiences with Nexus switches, Juniper SRX, Riverbed Steelheads would be an added advantage.
Experience operational role in a 24-7 organization is an asset.
Profession Competencies
Certification in Cisco (CCNA / CCNP / CCIE etc), Fortinet
