Services - Network and Security Tier 1/2 Support

Job Function:

• On-site presence with direct number as required during client's business hours.
• Escalation point for any network or security related problems from Client's first level support team (if exists).
• 24x7 pager support with established escalation procedures.

Skills:

• CCNA or equivalent vendor knowledge level of LAN/WAN devices and general network infrastructure
• Hands-on knowledge of Firewall and Security infrastructure.
• Excellent verbal communications skills and professional demeanor for customer support role.
• Good knowledge of Client's LAN, WAN networks and Firewalls.
• Good understanding of Client's applications and their specific network requirements.

Responsibilities:

• Basic troubleshooting of network connectivity and applications problems.
• Attendance and participation in client's Change Management process.
• Day to day proactive network management and monitoring using appropriate client deployed tools.
• Implementation of basic network and firewall configuration changes as approved via client's Change Management process and by Tier 3 and Architecture staff.
• Technical liaison to client's partners network operations departments to initiate trouble tickets; communicate scheduled outages and any required changes as specified by Architecture and Project Management staff.
• Single point of contact for all requests initiated by client's infrastructure teams.