DESCRIPTION
Provide advanced operational support, troubleshooting, administration, and maintenance of enterprise network infrastructure while acting as the escalation point for Level-1 support teams.
REQUIREMENTS
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Resolve escalated network incidents.
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Perform advanced troubleshooting and root cause analysis.
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Coordinate with vendors and engineering teams when required.
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Support and troubleshoot enterprise network environments, including:
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OSPF
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EIGRP
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BGP
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VLANs
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STP (Spanning Tree Protocol)
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EtherChannel
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QoS
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Layer 2 and Layer 3 networking
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Manage and troubleshoot Cisco and Aruba wireless environments, including:
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Wireless controllers
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Access points
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Authentication services
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Connectivity issues
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Administer and support:
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Palo Alto firewalls
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Cisco ASA/FTD firewalls
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VPN technologies
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NAT configurations
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High Availability (HA) environments
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Cisco ISE
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Network Access Control (NAC)
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Network security policies
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Support enterprise WAN and SD-WAN environments.
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Perform carrier troubleshooting and network optimization activities.
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Execute approved network changes, upgrades, deployments, and maintenance activities in accordance with established change management processes.
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Monitor network health and availability.
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Analyze performance trends.
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Proactively identify operational risks and improvement opportunities.
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Work directly with vendors including:
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Cisco TAC
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Palo Alto
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Aruba
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Internet Service Providers (ISPs)
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Other technology partners
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Maintain and update:
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Network diagrams
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Standard Operating Procedures (SOPs)
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Knowledge base articles
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Configuration records
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Operational documentation
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Work closely with Service Desk, Infrastructure, Security, and Engineering teams to ensure operational excellence.
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ServiceNow
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Jira
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SolarWinds
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Cisco Prime
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Cisco DNA Center (DNAC)
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NetBrain
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Wireshark
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Network monitoring and management platforms
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Minimum 5 years of experience in enterprise networking, operations, and support environments.
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Experience level is a suggested requirement based on the engineering scope of the role.
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Routing & Switching
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Wireless Networking
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SD-WAN
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Firewall Administration
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Network Security
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VPN Technologies
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Network Monitoring
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Advanced Troubleshooting
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CCNA
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CCNP
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Aruba Wireless Certifications (ACMA, ACMP, ACCP)
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Bachelor's Degree in Computer Science, Information Technology, or a related field.
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Maintain network stability and availability.
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Resolve incidents within defined SLAs.
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Successfully execute network changes and upgrades.
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Maintain accurate technical documentation.
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Drive continuous operational improvement.
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Routing & Switching (OSPF, EIGRP, BGP)
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Cisco & Aruba Wireless
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Palo Alto / Cisco Firewalls
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VPN & Remote Connectivity
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Cisco ISE / NAC
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SD-WAN Operations
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Network Performance & Monitoring
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Major Incident Support
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Change & Release Execution
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Vendor Management & Troubleshooting
