Technical Support Specialist

Responsibilities Troubleshoot complex network issues, coordinate with cross-functional teams, and ensure reliable operation of IT network security services. Analyzing production network issues and resolve Follow troubleshooting mechanisms and suggest corrective action Work in US time zone for operational shift support and provide required guidance to NOC Administer service requests and execute network changes for escalated or priority incidents Own incident ticket resolution end-to-end and provide technical workarounds Coordinate with NOC engineers to analyze the issue and capture new logs if required Coordinate with crosstechnology technical teams to resolve incidents Track intermediatenature issues until closure, working with multiple stakeholders Provide technical updates during incident management Identify root causes and document rootcause analyses with corrective and preventive actions Identify design gaps that caused incidents and propose preventive action Work through problemmanagement processes to support technical implementation Comply with changemanagement processes for implementation when required Engage OEM or service provider to troubleshoot issues and Escalate to get resolution Perform additional duties and provide remote implementation assistance on special projects Escalate very complex network issues to L4 engineers for support Support creation of presentations and generate reports Work with networktools administration to build new monitoring solutions when required Requirements Bachelors degree or engineering degree in Telecommunications, Information Technology, Computer Science or equivalent with a minimum of 10+ years experience in network services, deep knowledge of and management in complex environments Experience in network designs, configurations, managing, supporting and deploying network infrastructures Strong ability to diagnose network alerts, events or issues and excellent timemanagement and organizational skills, and ability to handle multiple concurrent tasks with minimal supervision Ability to work in US time zone whenever required Good understanding of network technologies TCP/IP, VRRP, DNS, ARP, STP, trunking, port channeling, VRF, IPsec and TLS Proficient in standard routing protocols such as OSPF, ISIS, BGP, route policy, QoS, VRRP, multicast, LDP and MPLS Handson experience in enterprise WAN architecture deployment and support using various industry devices, and campus LAN switching architecture deployment and support using various industry devices Handson experience in handling Nokia 7X50/77XX/7210 hardware/software or equivalent and the ability to acquire Nokia router product knowledge, learn CLI and deployment would be considered Expertise in 23 IT network technologies with multipleskill troubleshooting operational experience, preferred with advanced routing design and multivendor environment skill level Experience in IPv6 WAN routing architecture and deployment, and experience troubleshooting wireless LAN (Aruba or any WLAN environment), with strong operational experience handling wireless LAN Experience in troubleshooting firewalls (e.g., Fortinet or equivalent) with strong operational experience at enterprise level Strong knowledge of enterprise wired and wireless networks, firewalls, virtualization, load balancing and SDWAN Core Competencies Demonstrates extensive expertise in network services, including troubleshooting complex network issues, managing network infrastructures, and implementing network security solutions. Proficient in various network technologies and protocols, with a strong ability to coordinate crossfunctional teams and manage incidents effectively. Responsibilities Troubleshoot complex network issues, coordinate with cross-functional teams, and ensure reliable operation of IT network security services. Analyzing production network issues and resolve Follow troubleshooting mechanisms and suggest corrective action Work in US time zone for operational shift support and provide required guidance to NOC Administer service requests and execute network changes for escalated or priority incidents Own incident ticket resolution end-to-end and provide technical workarounds Coordinate with NOC engineers to analyze the issue and capture new logs if required Coordinate with crosstechnology technical teams to resolve incidents Track intermediatenature issues until closure, working with multiple stakeholders Provide technical updates during incident management Identify root causes and document rootcause analyses with corrective and preventive actions Identify design gaps that caused incidents and propose preventive action Work through problemmanagement processes to support technical implementation Comply with changemanagement processes for implementation when required Engage OEM or service provider to troubleshoot issues and Escalate to get resolution Perform additional duties and provide remote implementation assistance on special