Network Support Engineer

Phone/Skype Hire. Onsite from day 1

Location: Austin, TX

Duration: 12+ months (High Possibility of Further Extensions)

The Senior Network Support Engineer is expected to be a Subject Matter Expert (SME) covering the application of campus network technology deployed across the Customer environment. This covers all customer's businesses, all Customer's location (offices, agencies, IDF, MDF, warehouses, etc.) and various types of IT project tasks and support incidents. The ideal person possesses strong skills surrounding the assessment, planning, troubleshooting, documentation and support of multiprotocol, multivendor solutions.

The purpose of the Network Support Engineer role is be specialized in one or more vertical technology disciplines but will also be versed in other IT service delivery technologies. The Network Support Engineer performs troubleshooting, analysis, and restoration of failed production services to customers and end users. The Network Support Engineer will be the key person in the support for all campus network elements within their specified location.

Responsibilities

• Collect all Campus LAN discovery information for each environment to onboard them to day-to-day support program
• Work with campus team to document the IDF's and MDF's within the location into Netbox and create the corresponding high level and low-level design documentation
• Collaborate with the remote NOC to resolve incidents assigned to them from research through change management to resolution.
• Complete campus network project tasks assigned to them to include installation of new switches, wireless access points or support end users moving from one location to another.
• Knowledge sharing and drive continuous improvement across the team

For the services in scope (LAN/WLAN):

• Experience in the architecture, migration, integration planning and Day 2 support aspects of large, complex LAN, WLAN and Campus environments.
• Experience in the planning, design, deployment and support of LAN/WAN/ and IP architectures. Extensive experience with Data Center Core & Edge Routing and Switching platforms for LAN/WAN/MAN environments Cisco/Nexus; Juniper, Arista, design, implementation, maintenance & troubleshooting, Routing protocols OSPF, BGP, RIP
• Networking: Data Center and Network Service Platform Experience F5, InfoBlox, ACI, Extensive experience with TCP/IP design, subnetting, troubleshooting
• Layer 2 Network Experience: Spanning Tree, VLANs, 802.1Q
• Wireless & Remote Access: Experience with Wireless technologies in corporate environments, Remote Access technologies VPN, SSL
• Familiar with network services including network elements such as load balancers, DHCP, DNS, SSH, SNMP.
• Collect and document requirements by specifying the needed functionality, all the non-functional requirements and all dependencies (e.g. cabling, construction or power needed)
• Resolving service-impacting events/incidents.
• Escalating incidents to Operations Management/Directors.
• Monitor ongoing operations and IT service infrastructure performance with applications set to anticipate IT service problems.
• Perform IT service problem isolation and determination.
• Respond to problems that are escalated by Service Desk Tier 1 and Tier 2 Engineers.
• Initiate corrective action within scope of knowledge and authority.
• Assist with network troubleshooting.
• Implement network bypass/recovery/backup procedures as required.
• Maintain knowledge of technology used, as well as new technologies that may be used in the future.
• Create criteria for acceptance of IT services and/or managed elements, for proactive monitoring and management.
• Acceptance/ coordination of new IT services and/or managed elements in the IT infrastructure.
• Use network diagnostic tools.
• Use and provide input to database(s) for problem and inventory control.
• Perform testing and maintenance activities as required.
• Serve as the customer interface for scheduling network changes, and the coordination of the Change Management process with the customer.
• Share knowledge obtained and learn from others as part of a natural team across architecture, portfolio, design, network engineers, operations and service management, amongst others.

Skills Needed

• Typical Years of Experience: 12-16 - leading and executing Campus Support, project delivery, IT operations, or IT consultancy assignments to design, develop, deliver and support viable network solutions, preferably in Corporate or similar industry preferred.
• A high degree of technical network knowledge on traditional (IP) networks and systems as well as IT solutions such as LAN, WAN, WLAN, traditional route/switch, routing protocols, DNS, DHCP, Netskope, ISE, VLANs, VRFs, etc.
• Minimum Education or Certification: Bachelor's Degree in Electrical Engineering, Computer Science, Telecommunications or equivalent work experience
• Must have support and deployment expertise in: LAN, Cisco WLAN, NetSkope, NetBox
• Mastering the OSI Model, TCP/IP protocol suite (IP, ARP, ICMP, TCP, UDP, SMTP, FTP, TFTP)
• Mastering of Layer-2 Switching, VLAN's and Access-list
• Mastering Wi-Fi, authentication, security technologies, Internet, SDWAN, MPLS and Voice over IP (VoIP)
• Cisco WiFi design, implementation, troubleshooting and support skills
• Mastering IP addressing and subnetting and routing concepts
• Switches: Full configuration and VLAN setup on Cisco switches
• Consistently delivered results in a matrix, global virtualized organization
• Excellent communication skills, verbal and written
• Ability to translate technical requirements and specifications into easily understood business concepts and vice versa
• Proficient in IT infrastructure technologies:
  • Routers, Switches, WAN, LAN, WLAN, and other internetworking technologies.
• Thorough understanding of TCP/IP-addressing, routing protocols and transport protocols (UDP and TCP).
• Must have expert level experience configuring and managing Cisco LAN / WLAN.
• Proficient in the use of network management tools, primarily for fault management purposes.
• Complete understanding of escalation, incident management and change management processes and procedures.
• Prior training in concepts of network and systems operations.
• Thorough understanding of performance impact of network configuration options.
• Proficient in the operation and use of management tool set including fault, configuration, and performance.
• Proficient in the operation and use of sophisticated diagnostic tools (i.e. Sniffer, RMON tools, etc.).

Skills PREFERRED:

CCNP, CCDP, CCVP, or equivalent knowledge and experience

Skills/Abilities/Competencies Required

Strong customer service and documentation skills

Proven hands-on experience

Ability to balance and manage multiple tasks, technologies, and projects independently, strong organizational and communication skills.

Excellent interpersonal skills to effectively communicate with cross-functional teams including staff at all levels of the organization including both technical and non-technical personnel.

Ability to successfully negotiate and collaborate with others of different skill sets, backgrounds, and levels within and external to the organization.

Python programming and app development skills for programmable networks

Awareness of Agile and Scrum