Network Infrastructure Support Specialist
hace 1 mes
Company Overview
Nitel is a leading provider of managed services, dedicated to delivering exceptional support to our customers. Our team is passionate about ensuring the reliability and performance of our clients' networks.
Job Summary
We are seeking a highly skilled Network Infrastructure Support Specialist to join our Managed Services Center (MSC) team. As a key member of our team, you will provide expert support for complex network issues, working closely with internal and external clients to resolve technical problems and ensure seamless network operations.
Key Responsibilities
- Monitor various network management systems for faults and alerts, as well as refine these systems to provide deeper insights into production.
- Proactively monitor and maintain complex customer networks, including SD-WAN and managed firewalls.
- Document all network-related activities in our ticketing system.
- Act as a single point of contact for internal and external clients on issues related to our SD-WAN, MPLS, Internet, Security, VoIP, and other managed services.
- Perform other duties as assigned to support the continued success of self, team, department, and company.
- Provide technical supervision to lower-level engineers and technicians.
- Develop network performance baselines to assist in forecasting network utilization trends.
- Collaborate with Sales Engineers to implement and improve customers' networks.
- Prepare and present business review reports.
Requirements
- Able to serve as a team lead and escalation point for all technical issues encountered within the Network Operations Center.
- Able to provide Tier 4 support in a multi-tiered support role.
- Able to work closely with others in a team environment and high-volume customer-facing role.
- Able to work first (8a - 5p) or second shift (3p - 12a) work hours, especially weekends, and participate in a rotating on-call schedule.
- Demonstrated leadership ability to coach, mentor, train, and provide constructive feedback to both new and existing MSC team members.
- Experience with systems, specifically open-source server operating systems, scripting languages, and network monitoring systems.
- Hands-on experience with SD-WAN architecture (configuring, installing, troubleshooting).
- Strong experience configuring, installing, and troubleshooting enterprise-grade firewalls, routers, WAPs; including a core competency in dynamic routing protocols (BGP, OSPF, EIGRP), along with security event management, DDoS mitigation, and HA systems.
- Experience troubleshooting VOIP protocols, SIP call flows, and other voice-related technologies.
- Experience with Carrier Ethernet Testing and Troubleshooting (including RFC 2544 or related testing).
- Able to identify and troubleshoot underlying root causes for key performance thresholds for latency, packet loss, and jitter.
- In-depth experience with T1, T3, OCn, Sonet, Ethernet, and Fiber delivery and troubleshooting.
- Experience identifying and troubleshooting fiber low/high (Tx/Rx) light level issues via device CLI or GUI.
- Develops documentation and other intellectual property to drive innovation and focus the Network Operations Center on operating more efficiently.
- Able to collaborate and work cross-functionally with Executives, Sales, and Product Development to support strategic sales opportunities.
- Cloud platform experience on Azure, AWS, and/or GCP - Google Cloud Platform is a plus.
- Current Cisco CCNP, Juniper JNCIP track, CISSP certification, or equivalent a plus.
- Current SD-WAN platform certifications including VeloCloud, Versa, Viptela, Cato, Fortinet.
Estimated Salary: $80,000 - $120,000 per year
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