Alphaserve Technologies® is a global provider of digital IT services to firms in the financial, professional services, healthcare, and media verticals In July 2020, the company was acquired by Eze Castle Integration with the goal of delivering to clients unmatched access to innovative technology solutions that drive business transformation Eze Castle Integration + Alphaserve now deliver solutions to 800 forward-thinking organizations around the world, allowing them to reach new performance levels through innovative technology and business transformations
The Global Network Services Engineer will be part of the Managed Services team that provides 24x7 monitoring, operations and support services The successful candidate should be a self-starter, who will proactively find and address issues and will become a leader within the Service Desk The individual must be comfortable working in a very fast paced, busy environment in the rapidly growing monitoring & managed services industry
Job Responsibilities
Troubleshooting of complex LAN/WAN issues including switching, routing VLAN, trunking
Firewall configuration and troubleshooting
Troubleshooting of SD-WAN issues
Open cases with 3rd party vendors (ISP, Cisco TAC, Palo Alto)
Resolve escalated issues from other shift engineers
Ticket follow up
Network monitoring and utilization reporting
Create tickets using ticketing procedures and follow escalation procedures
Handle direct customer calls and raise tickets
Incident validation - Alarm verification (ie log into devices once an alarm is received to ensure it’s not a false positive)
Collect vital stats on each device (differs by device) and provide reporting
Diagnose issues on routers/switches/gateways/firewalls etc
Perform Logical Moves, Adds and Changes
Coordinate with ISPs and vendors on bandwidth and hardware issues
Perform upgrades and maintenance of network devices
Job Requirements
Minimum 3 years of IT experience
Bachelor’s Degree Desired
CCNA required, CCNP/CCIE preferred
Strong analytical, problem-solving and troubleshooting skills
Excellent communication skills with the ability to speak on varying technical levels
Advanced experience with WAN technologies (SD WAN, Internet, MPLS, private lines, etc)
