Tier 2/3 Network Engineer (Maintenance and Support) (DSC/JH) - Career Growth Potential

Tier 2 Engineer is positioned as a technical + Junior Management role, thus he/she must be technically sound and be able to guide the team member appropriately.

Job Responsibilities:

• This includes but not limited to ticket handling, resource allocation, technical advisory and resolution etc.
• Assist the Tier 1 Engineer to resolve the technical challenges. Guide/Mentors the Tier 1 Engineer for ticket closure and our best practices.
• Undertake ticket that is beyond the capability of Tier 1 Engineer.
• Validate and reject/approve Tier 1’s MOP to ensure the contents are appropriate and address the intent.
• Undertake the patching for products that is new to the team. Empower Tier 1 Engineer with the knowledge for future undertaking.
• Devise technical proposition with validation to address highly challenged situation.
• Pick up new skillset for work requirement.
• Co-train the Tier 1 Engineers to align and upskill the team’s technical competency.

Technical Competency:

Tier 2 must be skilled in the following:

Product Knowledge

• Minimum Cisco CCNP (12 months upon onboarded) and Alcatel ACSE certified.
• Cisco Routers, Cisco Catalyst Switches, Cisco Nexus Switches, Cisco ISE, Cisco wireless, Cisco Firepower, Solarwinds, Alcatel Switches and Smart Licensing (airgapped environment).
• I/O Modules, SSO, RPR, Sup Replacement with zero downtime etc for the abovementioned products.

Hands-on Skillsets

Hardware Issue / Patching / Vendor Engagement

• Provide remote or physical onsite support to rectify the technical issue.
• Understand the escalation process well enough so as to provide timely and accurate support to the team members.

Troubleshooting Skillset

Strong troubleshooting Knowledge in:

• Strong technical competency. Able to resolve 70% of the tickets undertaken.
• VLANs (Access/Trunk/Native VLAN), Spanning tree protocols (802.1d and 802.1w).
• First Hop Redundancy Protocols (HSRP, VRRP – with and without object tracking).
• Etherchannel/Port Channel/virtual Port Channel (vPC), Port Security, Local SPAN.
• IP Routing (Static routing, OSPF, EIGRP and BGP) for VRF and non-VRF routing.
• Tunneling Protocols (GRE, IPSEC), IP MTU, IP MSS
• Intermediate understanding of Multicast (PIM-SM) – Able to explain the functional components of PIM-SM. Able to troubleshoot MSDP issue and devise a plan to restore the multicast flow.
• VRF based troubleshooting for IP routing and Multicast.
• ACL, AAA, 802.1x, Radius and TACACS+.
• NTP, syslog, local logging
• SNMPv2 & SNMPv3 – SNMP polling vs trap.

Mastery of New Technology

• Mastery of Cisco Firepower (FMC, FTD and FDM) for Day 2 function
• Able to perform image software of Cisco FMC, FTD and FDM (all in standalone and HA configuration). Backup and restore config. Understand and able to deploy basic firewall rules.
• Understand and able to execute license transfer for Firepower and other Cisco equipment (Understand Traditional License vs Smart Licensing – airgapped environment (SLR, PLR))
• High Level understanding of Cisco ISE for 802.1x and AAA
• Able to infer based on technical assessment if the issue is related to network devices or Cisco ISE.
• Able to articulate the function of 802.1x and AAA in operational or failure state. What are the workarounds if ISE’s services have misbehaved or failed?

Work Location: Jurong East