POSITION SUMMARY: Addresses customer inquiries and resolves technical support problems related to network, software, hardware, and OS level issues via phone and Siebel. Serves as an escalation point for lower level technical engineers. Position will also assist in configuration and set up of Colocation customers. Engineer will also be responsible for developing network diagrams for high end TAM customers. Night shift. • Thoroughly describes and documents work using trouble ticketing system. • Updates the Siebel ticketing system with current status of all ongoing issues. • Assisting customers in Configurations to Firewall Policies. • Coordinates technical tasks to be completed by/with other groups. • Monitors VNMS (Monitoring Software) • Answering customer's requests/problems via phone • Ability to troubleshoot DNS issues • Be able to diagnose any issues with customers websites (DNS, Firewall misconfigurations, ETC.) • Must be able to clearly and intelligently discuss solution types with customers, sales and TAMs • Escalation point to lower level technical representatives. • Should possess the skill set to resolve most of the day to day troubleshooting scenarios in NOC REQUIREMENTS: • Must possess an expert level and understanding of networking concepts • Must possess an expert level and understanding of network design • Must possess a strong to expert level of security knowledge and have the ability to clearly communicate and discuss firewall policy/changes • Must possess a strong understanding of the concepts and principles involving load balanced solutions • Must have an excellent understanding and be capable of making suggestions/recommendations regarding solution and product types and designs; collocation, rapid rollout, modular, advanced/custom • Must be able to clearly and intelligently discuss solution types and make recommendations to customers, sales and TAMs • Must possess strong troubleshooting skills to uncover and potentially fix problems with custom/complex customer solutions • Need to be able to take on and quickly resolve and provide guidance for lower level engineer escalations • Must demonstrate leadership type skills and be a role model for lower level engineers •Must set good example through actions and communication with lower level engineers • Must have data center awareness to keep the network healthy as well as being capable and available for planned or emergency maintenance, failed hardware replacement or infrastructure upgrades. Preferred certifications: Network +, CCNA, CCNP and CCDA or CCDP Education: A.A. required; B.S. Information Technology or related technical field preferred
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