Perform fault isolation and resolution in a methodical and thorough manner in accordance with SLA. Remotely support customers and/or onsite technicians test and turn-ups of WAN and LAN equipment. Configuration management of Local Area Networks (LANs), Wide Area Networks (WANs), Wireless LANs, network segments, security devices and Internet and Intranet systems to ensure operability. Perform network maintenance and system upgrades including patches, hot fixes, and security configuration. Ability to implement, administer, and troubleshoot network infrastructure devices, including wireless access points, routers, switches, WLAN controllers. Maintain, monitor, and troubleshoot within the roles of Incident Management (Return-to-Service), Problem Management (Reason for Outage) and Change management. Work with the engineering department to develop customer and device specific knowledge base. Plan and implement network changes as per the ITIL change management process. Meet or exceed customer SLA or OLA metrics. Work with third party vendors to remediate and resolve customer issues.
You will be successful in this role if you have:
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