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Network Operations and Maintenance Expert
hace 2 semanas
Responsibilities
">- Provide timely response to phone calls into the Command Center Technical Support hotline from internal colleagues within CTI, Citi business clients, vendors, and technology teams.
">- Troubleshoot and provide client support for technology and infrastructure issues.
">- Recognize severe events as they occur and engage Command Center Management immediately upon awareness of severe technology degradation.
">- Document and update incident technical details into ServiceNow ticketing system.
">- Escalate issues to Tier II support if unable to resolve through initial triage and troubleshooting that are within the Command Center operating procedures.
">- Communicate with Command Center Management to provide frequent status updates regarding technical issues and status of the remediation efforts.
">Requirements
">- 1 year of hands-on or lab/classroom experience with IT networking
">- Intermediate understanding of OSI model and troubleshooting of technology related issues
">- Beginner level understanding of network protocols (to include but not limited to): OSPF EIGRP BGP MPLS RSTP STP HSRP VRRP VRF VTP DHCP DNS CDP LLDP ARP FTP TFTP
">- CCENT to CCNA level knowledge and experience
">- Able to work well in a fast paced environment and be comfortable in stressful situations
">- Can effectively communicate with both management as well as non-technical personnel on any technology issue to ensure they understand the nature of the issue and current statue easily understood on any outage conference calls
">Daily Tasks
">- Assist in troubleshooting/resolving hardware related issues across Cisco and Nexus devices
">- Assist in hardware replacements for non-critical environments
">- Troubleshoot software or configuration related issues for Cisco and Nexus devices
">- Adhere to operating procedures and identify any breaches of the process in normal handling of incident tickets
">- Execute network failovers for BGP, OSP, and EIGRP environments
">- Identify possible major impacting events within the network
">- Work with vendors across the technology to provide the highest possible uptime rate of network services
">- Quickly identify the layer 1 and 2 connections to an IP address
">- Perform low-priority triage functions
