Senior Network Engineer

Serve as the 2nd level support with troubleshooting skills to assist IT Support seeking technical assistance.

Determine the best solution based on the issue and details provided by L1 and users.

Respond to and log all inquiries received from L1.

Keep well-documented and updated case notes.

Identify, analyze, troubleshoot, and resolve client service requests.

Properly elevate and communicate to a higher level of support as necessary including service that exceeds skills level, reasonable repair time, lack of parts, or any other issue that could impact customer satisfaction.

Work as a team member to collaboratively resolve client requests and technical issues with other team members, partners, and vendors.

Provide higher level support for switch configuration, Router and routes management, and Firewall.

Provide in-depth support for Voice regarding local / Toll Free numbers - subscription / management, Call flow design with diagram and configuration. IVR setup.

Monitor and provide support for WAN / LAN management for HQ, DC, and Stores that will include communication with ISPs.

Manage multiple cases at one time.

Setup and configure new network and Voice devices.

Should be able to work with Microsoft teams.

Identify and suggest possible improvements on procedures and resolution.

Job Requirements

Proven experience as a network and voice engineer.

Tech-savvy with working knowledge of office automation products, Networks, Server Systems, and IT Processes.

Good understanding of IT System.

Ability to diagnose and resolve technical issues related to switches, routers, firewalls, SIP - configuration of VLANs, trunks, port-channel, acts / policies, and routing protocols as BGP / EIGRP.

Should have basic knowledge of Cisco devices and Cisco Webex. Experience in integration with MS Teams is an added advantage.

Proficiency in English.

Customer-oriented and cool-tempered.

Minimum Certificate, Diploma, or Professional course in IT Services.

Technologies

• Active Directory
• Operating Systems
• Office 365 (Outlook / Word / Excel / PowerPoint / Access / Project / Visio)
• Security Application – Antivirus / Proxy
• SDWAN
• Network LAN / WAN - Routers / Switch / Modem / Firewall / AP / VPN with different brands preferably - Cisco, Fortigate, Palo Alto
• Routing protocols - BGP / EIGRP
• DHCP configurations
• DNS configurations
• SIP technology - Voice configuration - prefer Cisco WebEx (Basic Avaya configuration knowledge is an added advantage)

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