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The ACS Network Support Engineer role requires a well-organized, action-oriented team player with exceptional time management and strong written and oral communication skills to drive customer facing support issues in a fast-paced environment. The candidate must be a, intermediate to senior-level network engineer, who can focus on improving overall customer experience by quickly identifying and resolving problems in a global, carrier class network. The role requires excellent collaboration with team members, other IT organizations, key stakeholders and business partners to meet the needs of the business as well as that of the customers.Key tasks include:- Work with other Network Engineering teams for knowledge transfer of new product/technologies- Act as a point-of-escalation within the ACS Network Support Engineering team for technical issues during an assigned shift- Help provide solutions when working with customers to identify and remediate issues on the network- Plays a critical role in maintaining the global infrastructure for our Cloud environment, comprised of over 50,000 network devices globally- Directly create documentation, and provide oversight and peer review of change control documents written by other team members


Required education
Bachelor's Degree

Preferred education
Master's Degree

Required technical and professional expertise

7-15+ years of experience working directly with customers
7+ years of working on large scale service provider networks
5 years routing and switching experience
CCNA or JNCIA


Preferred technical and professional experience

Experience with common Internet protocols such as DNS, NTP, LDAP and GSLB
Experience with both Windows and Unix (Linux/FreeBSD) servers
Exposure to global network design and management
Experience with virtualization technologies such as VMWare, Xen, KVM
Great communication and soft skills
Solid experience creating technical documentation for current and future state network support needs
* Skill in troubleshooting, problem identification and resolution of networking issues
* Ability to both work independently as well as in a team environment
* Ability to organize and prioritize multiple work assignments
Network protocols/technologies:Border Gateway Protocol (BGP), Multiprotocol Label Switching (MPLS), Open Shortest Path First (OSPF), IPv4/6, Internet Protocol Security (IPSec VPN), Server Load Balancing
Network hardware:Cisco Catalyst 65XX and Nexus 7XXX series L3 switches, Juniper routers, Cisco Nexus and Catalyst switching hardware; Fortinet or other firewall appliances; Array Networks, Citrix or other load-balancing hardware
Network support tools such as WireShark, TCPDump, SmokePing, dig, iperf, MTR, etc.
CCNP, JNCIS or JNCIP