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Network Engineer L3

Zoek Pin Mumbai, Maharashtra

Permanent (Full time)

Key Responsibilities

Your activities and duties may include but not limited to:

  • Troubleshoot highly complex customer network issues (LAN & WAN) and provide corrective actions to restore the customer services
  • Troubleshoot and resolve highly complex WAN issues in coordination with carriers & suppliers
  • Act as technical escalation point of contact for Level 2 engineers and all other internal and external issues in regards to Brennan Voice and Data services
  • Responsible for providing permanent fix for the recurring issue and the overall performance improvement of the customer network, devices and services
  • Responsible for cross functional coordination to resolve internal and customer related issues
  • Maintaining internal and customer communication during the issue resolution
  • Escalating issues to next level related to core engineering team as per define procedures
  • Responsible for technical documentation of customer network and updating internal knowledge database
  • Design project tasks, including but not limited to gathering customer technical requirement, configuring router, switches, firewalls and other associated network devices if any.
  • Perform impact and risk assessments for the planned and project tasks
  • Creation of MOP/SOP and responsible for change management
  • Performance tuning of Network devices
  • Provide technical inputs for monthly customer service review reports and creation of Service Improvement Plans
  • Assist is creation of Root Cause analysis (RCA)
  • Adherence and compliance to the defined processes and tasks assigned
  • Training and Mentoring Level 2 network engineers and other staff as necessary

Key Competencies
Essential 9+ years of extensive experience in technical network support role preferably in Managed Services or Telecom provider environment. - Intrinsic industry based technical aptitude (###### and Application layer protocols)

  • Extensive troubleshooting experience on multiple networking platforms and technologies (Cisco, Huawei, etc.)
  • Good knowledge on network access technologies (DSL, ISDN, Ethernet, IP Internet, 3G/4G)
  • Good troubleshooting experience on networking protocols (SNMP, DHCP, DNS, HSRP etc.), routing protocols (EIGRP, OSPF, ISIS, BGP etc.), switching protocols like VLAN, Trunking, Dot1x, STP etc.), MPLS, QOS and other advanced network technologies
  • Good troubleshooting experience on network security platforms and technology (Cisco ASA, Juniper Netscreen, Sophos), wireless technology (Cisco Meraki) and basic knowledge on Voice technology (Cisco UC)
  • Good knowledge on GRE, IPSEC VPN’s, NAT/PAT
  • Good Knowledge on network monitoring tools like Nagios, Cacti, Manage Engine, etc
  • Good verbal and written communication skills
  • Passion and focus for customer service
  • Excellent problem solving, analytical and research skills
  • End to End ownership and accountability for the issue resolution
  • Proven ability to work within and across teams
  • Good coordination skills and ability for multi-tasking
  • Capability to build and maintain relationships with customers and staff
  • Ability to learn new technologies
  • A “do whatever it takes” attitude and proactive approach
  • Good knowledge on ITSM Tools & Processes
  • ITIL Service Management Foundation accreditation
  • Experience in supporting international clients
  • Willing to work in shifts

Experience in working with managed services or telecommunication provider - ITIL Service Intermediate / Expert accreditation

  • CCNA/CCNP/CCIE/Juniper
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