Network Technician II

JOB REQUIREMENTS:

• Key Accountabilities
• Provide exceptional customer support via the ticketing system and phone
• Detect events in a timely manner using monitoring tools
• Mitigates DDoS attacks to protect customer and shared infrastructure
• Document planned and unplanned network events in appropriate tracking and turnover systems
• Troubleshoot and resolve network events and create event documentation accordingly
• Take ownership of level-appropriate customer requests and issues, seeing them through to resolution
• Escalate support requests to next level engineers and communicate with Incident Management as appropriate
• Escalate to vendors and follow up as needed to ensure problem resolution
• Adhere to Change Management and Maintenance policy and process
• Review and sign off on defined policy and process standards

Key Performance Indicators

• Ticket Contribution and Phone Availability: Provide correct and helpful expertise to resolve issues, maintaining high ticket evaluations results
• High level of first pass yield and success on written, quality checked, tested, and executed maintenances
• Prompt and correct responses to network events
• Maintain proficiency in troubleshooting, tools, and technologies

PERSON SPECIFICATION:

• The Network Operations Network Technician II has an introductory aptitude with
• Some supported network platforms (Cisco 2900, 3500, 3700, 4900, 6500, ASR1k, ASR9k, Nexus 3k, Nexus 6k, Nexus 7k, Arista 7000, etc…)
• Some supported Layer 2 and 3 protocols and features (STP, HSRP, VLANs, CDP, port-channels, OSPF, BGP, MPLS, DWDM, etc…)
• Monitoring systems (Arbor, Zenoss, Syslog, SolarWinds, WhatsUp Gold, etc…)
• The Network Operations Network Technician II is:
• Able to handle multiple tasks and prioritize work under pressure
• Detail-oriented in documenting information and able to own customer issues through resolution or escalation
• Capable of demonstrating sound problem-solving skills
• Passionate about technology and has a desire to expand technical knowledge
• The ideal candidate possesses:
• A minimum of 12 months in a technical role with practical experience with network technologies and troubleshooting tools
• A minimum of 12 months of experience in a customer service role
• Strong written and verbal communication skills
• Schedule flexibility to include working a weekend day regularly and holidays as required by the business