SR Network Consultant I

Position Summary:

• Resolving first, second and third level support problems; 75% of which will be resolved without escalation.

• Escalating to the relevant team where required, promptly following procedures and ensuring management is updated accordingly.
• Ensuring the customer and ticket is up to date at all times.
• Involved in the planning, reviewing and execution of client change requests within SLO.

• Working closely with Tier 4 to proactively improve customer and infrastructure via problem management and project work.
• Maintain, troubleshoot and co-ordinate replacement of faulty hardware.
• Daily review and action of open cases; updating the customer and Operations Manager on current cases and their status as appropriate.

• To provide comprehensive handovers to peers at the end of shift.

• Working with 3rd party vendors to troubleshoot complex issues.
• Create, update and maintain the Network knowledge base and documentation repository.

Minimum Requirements:

• Confident and Professional 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 Pro Active attitude.
• Working knowledge/understanding of Microsoft products.
• Troubleshooting basic Server problems.
• Ability to work under pressure.
• Supportive and committed team player.
• Experience of using Ticket Management tools.
• Escalations are performed within the SLA timescales.
• Good commutations with customers is required throughout incident lifecycles.
• Analytical skills.
• Have excellent written and verbal communication skills.
• Be organised and be able to work under pressure.
• Detailed working knowledge of a range of networking and security technologies, including:
  • Cisco switches and routers
  • Juniper switches and routers
  • F5 Big-IP load balancers
  • Check Point and Cisco ASA
• 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, IDS/IPS, VPN, and SSL Certificates
  • Load balancing best practices
• In-depth troubleshooting and strong analytical skills.
• Use of packet capturing technologies such as Wireshark.
• Knowledge of platform technologies including Microsoft Windows, Unix and/or Linux.
• DNS

Preferred Requirements

• • Ability to design, implement, and support iRules for F5 BIG-IP appliances.
  • Knowledge of other network and security technologies, including:
    1. Palo Alto firewalls
    2. A10 load balancers
    3. ACI/SDN next generation networking
  • Knowledge of other network and security services
    1. DDoS
    2. Cloud services
  • A degree in IT or equivalent proven experience in technical support roles for high-availability data centre infrastructures.
  • ITIL accreditation