 2-5 years of experience in Network Operations support

 Monitoring Network Performance and identify or detect potential issues or incidents

using various Monitoring tools

 Monitoring alerts through specific network monitoring tools – that includes but

not limited to Data, Voice / SBC and SDWAN monitoring

 Respond to alerts and incidents adhering to SLA, analyze and escalate issues as needed

 Working experience in handling soft calls e.g. Genesys (Contact center support for

Technical Support calls from infra users)

 Handle UCC calls – skilled in inbound /outbound call flows

 Execute document-based troubleshooting or resolution steps on handling known errors and issues

 Good Knowledge in Switching & Routing, Wireless, SDWAN

 Good knowledge in both Switching Protocol – VLAN, VTP, STP, Trunk and Stacking, and

Routing Protocol – Static, Default, RIP, EIGRP, OSPF, BGP

 Troubleshooting trunk, signaling, one-way audio issues

 Responsible for investigating and troubleshooting L1.5 level Network issues.

 Good in Documentations - Prepare and update Standard Operating Procedure (SOP)

 Technical co-ordination with the OEM support in the event of any Technology assistance

 Technical co-ordination with Service provider for Network service-related issues

(Ex: Circuit down, Packet loss, Slowness, Flap)

 Coordinate with Customer Local Site Contact for Hardware/cabling/ WAN link related issues

 Be a part of the support organization that provides 24/7 Operations and escalation support on a rotational shift basis

Salary Range: $50,000-$70,000 a year

Network Support Engineer

Job Description