Job Description
Job Description
The GCC Network Engineer III will be Tier 3 support and will be responsible for working tickets escalated to the team from Tier I and II. The Network Engineer III will drive the issue to resolution by working with external vendors or internal technical support. They will update customers regularly on the status of their issue and escalate major issues to their management as needed. The GCC Network Engineer III will be expected to use independent troubleshooting skills to resolve issues as quickly as possible. The expectation of this position is for the Network Engineer III to be the absolute subject matter expert regarding multiple network and Security technologies. Will perform solutions firmware upgrades, Network Changes, Network Problem Management. Review and provide customer network improvement recommendations.
Essential Functions:
- Troubleshoot and resolve customer network problems as quickly as possible with assistance from other engineers as needed
- Troubleshoot and resolve customer security events as quickly as possible with assistance from other engineers as needed
- Work effectively with vendors to resolve issues, escalating issues with the vendor as needed
- Work effectively with field service technicians remotely, providing over the phone direction to resolve issues when needed
- Effectively escalate and communicate customer issues to higher levels within the GCC, management, and other internal departments
- Will be responsible for any Problem Management/Root Cause Analysis that needs conducted
- Will be responsible for any Change Management that needs conducted
- Will design, configure, implement, and test network changes
- Will design, configure, implement, and test security systems changes and policy changes
- Will perform forensic analysis on network/security events
- Customer network improvement analysis
- Review vendor software advisory notifications
• Must be able to communicate technical issues to customers
• Training/Mentoring of lower level Analyst
• Reviewing/Updating all process documentation when requested
• Be able to effectively communicate with peers and all levels of management within the organization both written and verbally
• Excellent customer service skills
• Must be proficient with using Microsoft Visio
• Ability to effectively Triage and Troubleshoot a variety of Network and Voice issues
• Ability to troubleshoot WAN/LAN/WLAN environments
- Required to work evenings and weekends when requested
- Required to participate in on-call rotation when requested
Required Qualifications
- 5+ years of Network Operations experience
- 5+ years of troubleshooting on VeloCloud Solutions
- 5+ years of experience using VeloCloud Solutions
- VMware SD-WAN Foundations
- SD-WAN Experience
- 5+ years of troubleshooting WAN/LAN/WLAN infrastructure issues including: T1, T1 Multilink, Ethernet Hand-off, DIA, Broadband, MPLS, BGP, OSPF, EIGRP, VPN, Wireless, etc.
- Customer focused
- Ability to multi-task
- Work with minimal supervision
Bonus Skills
- VMware SD-WAN Foundations
- Knowledge of ITIL Incident, Problem and Change Management process
Work Environmant
- Sitting at desk
- Climbing: Ascending or descending stairs and the like, using feet and legs and/or hands and arms
- Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects
- The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; analyzing data based upon color and distinguishing incident priorities based upon color differences