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General Description:
The NOC Tier 1 Engineer is responsible for resolving incidents escalated and providing constant updates to the customer.
Primary Job Functions:
Ø Detect alarms / events on customers’ monitoring tools or company monitoring tools.
Ø Open incidents in incident ticketing systems and report them to the customers within SLAs.
Ø Guarantee resolution to different Incidents escalated from NOC or from the customers.
Ø Have knowledge and extensive experience in troubleshooting Routing, Switching, Firewall, Wireless, VPN, NAT, and policy.
Ø Work with service providers, vendors, and customers to drive issues to resolution.
Ø Investigate and complete reason for outage (RFO) reports on all network outages.
Ø Any impact that requires additional configuration and has been ruled out must be escalated to Tier2 with clear information on the validations carried out.
Ø During problem escalations, act as a liaison between customers and Tier 2 support.
Ø Provide timely follow up to customers about incidents status, according to their priority.
Ø Administer all network equipment, hardware, and software upgrades.
Ø Perform switch, router, and firewall activations for new and existing customers.
Ø Automate network monitoring to provide a proactive approach to mitigate network issues.
Ø Ensure the correct updating of the "Client Information File" and topology documents for each customer.
Ø Conduct constant reviews of vendor release notes for End-of-Life (EoL) and End-of-Service (EoS) device/firmware status and notify accordingly.
Ø Execute the Patch Management process for all clients. Administer all network equipment, hardware, and software upgrades.
Ø Implement Change Management (for minor and standard changes) for all clients.
Ø Ensure that Monitoring tools are updated in accordance with the Inventory.
Ø Review the validity of clients' SSL certificates and proactively notify when they are close to expiration.
Required Skills:
Ø Strong written and verba
Postúlate en Kit Empleo: kitempleo.com.co/empleo/1ar4p7