Network engineer

Descripción general

Responsibilities:

- Receive trouble cases from calls or from the client web ticketing system; manage the case load and summarize ticket status for shift hand-off.

- Perform fault isolation steps to include Wire Shark; flow basics and firewall status; repeat procedures as needed and escalate to the Team Lead when appropriate.

- Use extensive knowledge of the OSI model and how data packets move in the network to troubleshoot VLAN’s use ARP tables to verify L2/L3 mapping and MAC to IP interfaces.

- Initiate ping and trace routes; analyze TCP headers; 3 way handshakes; sequence numbers; buffer capacity; Work from CLI; GUI and/or CMD prompt interface to resolve customer issues.

Requisitos para aplicar

- BA degree or equivalent is desired

- High School Diploma as a Minimum

- CCNA or equivalent required; CCNP or other certifications are desired

- 1 - 2 years of help desk experience in a call center environment (or equivalent)

- Knowledge of MPLS BGP OSPF LSA status Peering start states and packet trace

- Willingness/ability to work overtime to support customers

- Telephone communication skills; remain empathetic and courteous while speaking to customers about frustrating; complicated IT problems

- Good written communication skills; type updates to trouble tickets to include detailed troubleshooting comments and details; must demonstrate close attention to detail-