Brennan IT jobs - Network Engineer L1

Purpose of Role
To provide 1st/2nd level technical support to Brennan Voice and Data clients, Brennan IT engineers and staff. To coordinate, collaborate and escalate incidents within established timelines with Level 3 engineers, Carriers and Suppliers. To ensure all contracted levels of performance are achieved and SLA’s as agreed are met. Will be responsible to continuously improve the Efficiency and Excellence of Service Delivery as measured by Client Satisfaction ratings.

Key Responsibilities

Your activities and duties may include but not limited to:
Troubleshoot complex customer network issues (LAN & WAN) and provide corrective actions to restore the customer services
Troubleshoot and resolve complex WAN issues in coordination with carriers & suppliers
Act as technical escalation point of contact for Level 1 engineers and all other internal and external issues in regards to Brennan Voice and Data services
Responsible for improving performance for the customer network, devices and services
Responsible for cross functional coordination to resolve internal and customer related issues
Maintaining internal and customer communication during the ticket resolution
Escalating issues to next level as per define procedures
Responsible for documentation of customer network and updating internal knowledge database
Execute project tasks, including but not limited to gathering customer technical requirement, configuring router, switches, firewalls and other associated network devices if any.
Creation of MOP/SOP and responsible for change management
Assist is creation of Root Cause analysis (RCA)
Adherence and compliance to the defined processes and tasks assigned
Training and Mentoring Level 1 network engineers and other staff as necessary

Key Competencies

Essential

2 to 5 yrs. of experience in technical network support role preferably in Managed Services or Telecom provider environment.
Strong industry based technical aptitude (e.g.TCP/IP and Application layer protocols)
Good troubleshooting experience on multiple networking platforms and technologies (Cisco, Huawei, Juniper etc.)
Good knowledge and troubleshooting experience on DSL, ISDN, Ethernet, IP, 3G/4G and networking protocols (eg. SNMP, DHCP, DNS, HSRP, Routing protocols like EIGRP, OSPF, BGP etc. and switching protocols like VLAN, Trunking, Dot1x, STP etc.)
Good knowledge on GRE, IPSEC VPN’s, NAT/PAT
Good knowledge on MPLS, QOS and other advanced network technologies
Good knowledge on network security (Cisco ASA, Juniper Netscreen, Sophos) and wireless technology (Cisco Meraki) etc.
Good knowledge on network monitoring tools like Nagios, Cacti, Manage Engine, etc.
Experience in supporting international clients
Willing to work in shifts

Desirable
Experience in working with managed services or telecommunication provider
ITIL Service Management Foundation accreditation
Knowledge on Voice technology

Essential

Key Qualifications

Bachelor’s Degree or relevant experience & proficiency
CCNA Certified.