Job Description

This Service is accountable for Managing the Network. This includes identifying events, troubleshooting, and resolving the outages and issues within the provided SLA. Skills & Knowledge: Knowledge of IP domain with experience in providing technical support. Confident and professional in 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 Proactive attitude. Ability to work under pressure. Supportive and committed team player. Experience in using Ticket Management tools. Good analytical skills. Have excellent written and verbal communication skills. Be organized and be able to work under pressure. Willing to work in 24/7 rotational shift Knowledge of IP/MPLS technologies Preferred Requirements Detailed working knowledge of a range of networking and security technologies, including: Nokia SR Routers and Switches (7750, 7250, 7705, 7210) Cisco / Juniper routers Able to demonstrate understanding of key networking concepts, including: TCP/IP Layer 2 and layer 3 switching and routing Routing protocols such as BGP and OSPF Security solutions such as firewalls, VPN, and SSL Certificates Load balancing fundamentals In-depth troubleshooting and strong analytical skills. Use of packet capturing technologies such as Wireshark. A degree in IT or equivalent proved experience in technical support roles for high-availability data Centre infrastructures. ITIL accreditation Tools / Equipment Used: Netcool ITSM Nokia SR Routers NFM-P The service is accountable for the following activities: Resolving first, second, and third-level support problems Work with internal teams to report issues and enhancement requests ensuring that tools are kept aligned globally. Define, plan, approve, and implement changes via the defined Change Management Process. Identify when to engage with Problem Management. Escalating to the relevant Engineering team as required, promptly following procedures, and ensuring management is updated accordingly. Maintain, troubleshoot and assist in the coordination of the replacement of faulty hardware. Escalation of critical issues/outages to the 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. To provide comprehensive handovers to peers at the end of the shift. Attend Daily Operations and Change Review meetings. Logging cases to 3rd party vendors requesting assistance on unresolved issues.