Technical Support Engineer

Network Engineer

The ideal candidate will have vast knowledge of networking concepts and experience configuring and troubleshooting routers, switches, firewalls, and server connections. Ability to decipher network designs and make adjustments to configurations on the fly based on real-time requirements and challenges.

Top Must Haves:

• Experience with configuring routers, switchers, firewalls - midlevel
• Experience with Linux OS and CLI commands - midlevel (3-5yrs exp but more is okay)
• Ability to troubleshoot networking issues, heavy networking - troubleshooting

Supplier Debrief Call:

• Will be on the service delivery team, will have a senior partner to work with
• Will be following well-established processes but still need experience in Linux and networking equipment
• Likely to extend past 6 months and could convert to perm as well
• Hours may vary dependent on ask of customer but will know in advance if after-hours/weekends
• Experience with Ruckus would be preferred over Cisco

Interview process: internal review of resumes then passed along to manager, team based interview, then with 1 more manager

Open to candidates from all time zones

Candidate will do configuration switches, build circuits, backend, triple A flows

MUST be a self starter, able to troubleshoot problems, be flexible

Be able to understand routing protocol

Understand firewalls

Certifications are not mandatory

Exp in enterprise, SMB, ex clients can be Starbucks WiFi, stadiums, etc

Good screening questions - what are the OSI layers? functions?

Job Description:

The ideal candidate will have a proven track record of identifying and resolving issues over the phone, via email, or other communication methods as appropriate. The candidate should be able to demonstrate experience with general network troubleshooting, working within a Linux and Windows operating environment, log file analysis, application level debugging. Working experience with a network management system such as Zabbix or any of Network Monitoring tool. Candidate must be familiar with Wi-Fi network architecture and demonstrate a proficiency with understanding, troubleshooting and resolving basic Wi-Fi connectivity issues from multiple clients such as laptops, tablets, phones, smart TV's, game consoles, etc. Ideally, candidate has previous experience working in a highly available 24x7 production environment. The candidate should be able to demonstrate the ability to follow documented instructions to troubleshoot specific issues related to our Service Provider Wi-Fi service. Candidate must be able to document trouble ticket notes in a "knowledge base" manner, providing a detailed account of all information exchanges, steps taken, research used and final solution.

Top Required Skills:

• Complete understanding of Routing and Networking
• Excellent logical troubleshooting skills
• NOC Center/Call Center Experience
• Proficient in ticket and order management

Preferred Skills:

• General Wi-Fi experience
• Linux CLI commands
• Knowledge on Ruckus products
• Firewall Concepts
• Certification: CCNA or JNCIA Experience
• Min. of 4 years of Tech support/Customer service and preferably NOC experience
• Effective communication in English – both spoken and written communication

Responsibilities:

• Work on installations for Service delivery or trouble tickets for service assurance
• Provide tier 2 escalation support and successfully resolving customer issues, escalating to application engineers as necessary
• Responsible for troubleshooting/deploying end to end network, platform and also troubleshoot customer connectivity issues
• Ability to work independently
• Proactively monitor customer networks and respond to any critical alarms
• Escalate tickets to Telco vendors and following through to resolution
• Perform other duties or responsibilities as required
• Provide detailed notes describing technical issues and troubleshooting steps taken to escalate as needed

Requirements:

• Must be flexible, dependable and able to multi-task with priority
• Must be able to explain and lead field service technician in installation of services
• Understanding of networking protocols ICMP, UDP and TCP/IP
• Must be familiar and able to communicate how to collect information from client devices, such as Windows, Apple and other networked devices
• LAN and WAN connectivity
• Solid understanding of how to troubleshoot network issues and configurations, such as WAN circuit, routing, IP connectivity, router and switch configuration, and DNS
• Knowledge of Firewalls and VPN connectivity
• Must be a Team Player
• Work shifts that provide for 24x7x365 coverage
• Effective analytical, planning, organizational, and documentation skills
• Must be professional with both peers and our customers