Handling tickets / Incidents via Service Now platform
Lead technical incident calls as a SME
Troubleshooting and providing break fix support to technical issues
Perform root cause analysis of raised issues
Defining process improvements and ensuring that the processes are adhered to
Take shared ownership of resolving issues in a SLA driven environment
Mentoring / training team members as a SME
Testing and auditing as required from time to time
Improves and maintains customer and employee satisfaction
Work as part of a Follow the Sun support global support model
Requirements
Bachelor's degree in Computer Science, Information Technology, or a related field
Min 8 years of Network Engineer experience supporting global network infrastructures
Extensive experience in deploying and supporting Virtual Devices, integration and hyperscaler NW environment
Expert level knowledge of troubleshooting, implementing, optimizing and testing of static and dynamic routing protocols such as EIGRP, OSPF, BGP and ability to interpret and resolve complex route table problems
Expert level knowledge in the real time analysis troubleshooting and documentation of issues within LAN / WAN architectures and IP Services