ACC Network Engineer Tier 2

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Are you passionate about solving complex challenges on a global scale? We're on the lookout for a talented Network Engineer Tier 2 (LAN/WAN) to join our team!

The Tier 2 ACC Engineer is the core support tier for the client network with responsibility for resolving 80% of incidents in the production environment. While LAN/MAN/Wireless network focused this position is part of a multi discipline team that collaboratively provides support for a large and complex environment. This position receives escalated problems from Tier 1 and other sources encompassing data center networks, voice systems, security platforms and numerous applications. This position will provide troubleshooting and restorative support through a combination of documented procedures, diagnostic tools and prior experience. Other functions include execution of changes, creation of troubleshooting procedures and mentoring of tier 1 staff. This individual must be customer focused and be able to thrive in a dynamic environment.

What will you be doing:

• Respond to events presented by network management tools or reported incidents using personal experience, documentation, tools and direction from senior staff or leadership
• Provide hands on support for a variety of networking technologies including Riverbed WAN accelerators, Cisco IOS XR based systems, Netscout, a variety of Telco circuit technologies and related termination devices.
• Strong experience with the EIGRP routing protocol, VLANs, IP addressing, spanning-tree & multicast
• Strong experience configuring and troubleshooting Cisco routers and LAN switches
• Experience supporting and troubleshooting client and infrastructure wireless issues. Direct or similar experience with Cisco 8510, Cisco 5508, Aruba Airwave, Aruba Controller, Cisco Prime, Cisco 1131 / 1242, Cisco 3602 / 3702, 802.11 a/g/n/ac
• Execute and analyze packet captures using Netscout, Wireshark and other related technologies
• Create and be assigned incident tickets or requests. Ability to take ownership of the task and delivery within service level agreements.
• Must be able to convey technical information in a manner suitable to the audience
• Able to participate and technically lead troubleshooting and project related conference calls 2
• Managing partnering vendors during issues to ensure they are delivering to service level agreements. Deliverables would include escalating issues as required, scheduling checkpoints, providing data, facilitating system access and documenting all activities.
• Perform routine maintenance activities in areas of expertise (e.g.: firewall rule updates, vulnerability management, packet captures, etc.)
• Create or modify documentation in response to new events and learning’s
• Contribute to event threshold tuning efforts
• Ensure requests and Incidents have timely updates based on SLA metrics
• Effectively participate in shift change functions including documentation and discussion

Requirements:

• Must have excellent communication skills including written, oral and presentation
• In depth troubleshooting and maintenance of a broad group of technologies including network devices, applications and servers
• Continually improve on skill sets and learn new technologies
• Routinely create and update operational procedures
• Leverage diagnostic tools and utilities to identify problem areas proactively & reactively
• Mentor Tier 1 staff on event handling & response
• Demonstrate a dedication to seeing work delivered accurately and within SLA timeframes
• Works closely with teammates to ensure procedures and escalation processes are followed & communication occurs
• Partner with other front line support teams as needed to validate issues and resolutions
• Engage with vendors such as Telco’s, hardware, and software providers

Secondary Responsibilities:

The resources comprising the Tier 2 function will be focused on their given area of expertise but will also be expected to assist in other areas as the need arises. Candidates are not required to have expertise in these technologies as a condition of employment but preference will be given to those who have experience in the areas listed below. The willingness and ability to learn new technologies is required and will be a key criterion for continued success in the role.

• Firewalls, WAN accelerators, wireless AP’s and controllers, Windows & Linux servers
• Experience with, configuration and maintenance of Windows Server 2008 – 2012 Operating Systems
• Experience with Windows Active Directory 2008 – 2012 including Group Policies, LDAP, DNS
• Experience with ADFS (Active Directory Federation Services) is preferred
• Experience and understanding of Highly Available Microsoft Exchange environments running Exchange 2007, 2013 and Office 365 Hybrid deployments
• Experience and understanding of Microsoft Lync Server 2010 – 2013
• Knowledge of Windows scripting (PowerShell, windows shell or command shell)

Required Education / Experience:

• Strong understanding of the Network OSI model and TCP/IP Protocol Suite
• Two or more of the following certifications strongly preferred CCNP-X, CCIE, ACSP, ACMP, RCSP
• Advanced knowledge of TCP/IP network routing, switching and Load Balancers
• Ability to quickly differentiate application from network problems
• Ability to perform TCP/IP Network traces/packet captures with solid experience interpreting results
• Previous network infrastructure field experience with two or more of the following: Cisco routers, Riverbed Steel heads, Aruba Wireless devices, Carrier circuits E1/T1/DS3 etc.
• 3 years’ experience in a NOC analyst/engineer role
• 5 years’ experience serving in an operations level 2 capacity, engineering experience strongly favored
• 5 years minimum/10 years preferred IT experience
• High level of confidence and competence communicating on bridges
• Solid background in vendor management to drive incident resolution
• Experience with monitoring tools and strategies

Preferred:

• Experience with Microsoft Server OS and common applications such as Exchange & Citrix
• Previous network infrastructure field experience with one or more of the following: Cisco, F5, Microsoft Server, experience working in a data center support capacity
• Previous experience working with the following Network Mgmt Systems: NetCool, nGenius, SevOne, Appneta, NerveCenter & Netscout
• JNCIP, JNCIE, MCSE certifications
• Experience with, configuration and maintenance of Windows Server 2008 – 2012 Operating Systems
• Experience with Windows Active Directory 2008 – 2012 including Group Policies, LDAP, DNS
• Experience with ADFS (Active Directory Federation Services) is preferred
• Experience and understanding of Highly Available Microsoft Exchange environments running Exchange 2007, 2013 and Office 365 Hybrid deployments
• Experience and understanding of Microsoft Lync Server 2010 – 2013
• Knowledge of Windows scripting (PowerShell, windows shell, or command shell)
• Engineer must be able to successfully perform the following functions of this job:
• Ability to communicate and work well with others o
• Ability to work well individually o
• Must be able to participate in the standard ACC shift model o
• Limited on-call and off shift support o
• Must be able to work on site

Rewards and benefits:

• Medical and Life insurance from Day 1st
• Performance Bonus
• Promotes work life balance

Future career path:

If you're ready to don the cape (figuratively or literally, if you prefer), and embark on this exciting adventure with us, sign in on   jobs.atos.net   and contact our recruiter, Michał ( Michał Lekienta | LinkedIn )

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