Network Support Engineer

Job Description

• Network Problem Resolution –Escalation support and troubleshooting for critical security, network outages (severity 1 & 2 issues), and complex network issues relaying detailed knowledge of customer network, critical sites, and operational procedures to the Cisco support team
• Effectively communicate with customer and internal stakeholders
• Diagnose and troubleshoot security, wireless, switching, and other various network-related issues reported by customers
• Own each customer case from initial creation to resolution
• Collaborate with other support team members to fix network outages, misconfigurations, and complex networking issues on customers’ devices
• Work with engineering and management to diagnose and resolve
• Use acquired knowledge to suggest, edit, and write in-depth Knowledge Base articles
• Root Cause Analysis, at the Network Level — A recommendation report that includes root cause, next steps, and recommendations for corrective actions in response to a network incident
• Training — Assist with identifying areas where training is needed
• Quarterly Business Review — A report on deliverables and activities provided during the immediate past timeframe, corrective action plans, & other actions planned for the next quarter
• Informal knowledge transfer sessions to augment troubleshooting skills by providing Cisco product training & best practices review

Education:

• Bachelor’s (Required)

Schedule:

• 8-hour shift