Lumen Technologies
Website:
lumen.com
Job details:
Position Summary
- Resolving first, second and third level support problems; 75% of which will be resolved without escalation.
- Escalating to the relevant Engineering team as required, promptly following procedures and ensuring management is updated accordingly.
- Ensuring the customer and ticket is up to date at all times on incident progress.
- Maintain, troubleshoot and co-ordinate replacement of faulty hardware.
- Involved in the execution of client change requests in a timely manner as planned by Customer Account Manager, Engineering and Command Centre Manager.
- Escalation of critical issues/outages to Command Centre Manager and Customer Account Manager as per procedures.
- Provide detailed feedback to other groups on all incident resolutions, ensuring full details are entered into ticket case notes.
- Daily review and action of open cases; updating Command Centre Manager on current cases and their status as appropriate.
- To provide comprehensive handovers to peers at the end of shift.
- Attend Daily Operations and Change Review meetings as required.
- Logging cases to 3rd party vendors requesting assistance on unresolved issues.
Minimum Requirements - Confident and Professional dealing directly with customers.
- Outgoing team player with the ability to liaise with other team members and take the lead on decision making.
- Positive and Pro Active attitude.
- Working knowledge/understanding of Microsoft products.
- Troubleshooting basic Server problems.
- Ability to work under pressure.
- Supportive and committed team player.
- Experience of using Ticket Management tools.
- Escalations are performed within the SLA timescales.
- Good commutations with customers is required throughout incident lifecycles.
- Engineering and Senior Management are kept abreast of appropriate escalations.
- Analytical skills.
- Have excellent written and verbal communication skills.
- Be organized and be able to work under pressure.
- Detailed working knowledge of a range of networking and security technologies, including:
- Cisco switches and routers
- Azure networking (vNets, Virtual WAN, HUB, VPN sites etc...) and security (NSG etc…)
- Lenovo Switches
- F5 Big-IP load balancers, Kemp LB,
- Check Point and Endpoint Servers.
- Sophos Firewalls.
- Cisco WIFI technology.
- Good knowledge in Bluecoat Proxy, Meraki Devices
- SD-WAN (Multi Vendor)
- RSA Server Management.
- Able to demonstrate understanding of key networking concepts, including:
- TCP/IP
- Layer 2 and layer 3 switching and routing
- Routing protocols such as BGP, EIGRP and OSPF
- Security solutions such as firewalls, IDS/IPS, VPN, and SSL Certificates
- Load balancing best practices
- Radius/NPS setup and administration.
- In-depth troubleshooting and strong analytical skills.
- Use of packet capturing technologies such as Wireshark and NetScout.
- Knowledge of platform technologies including Microsoft Windows, DHCP, DNS Unix and/or Linux.
- Ability to design, implement, and support network and security domain.
- ITIL accreditation.
- Should have good experience on IP soft, Netflow and Solarwinds tools.
Sdwan, Routing and Switching, Firewall, Wireless
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