Overall Role Purpose: Provide escalated network support for Tier 1 Engineers who do proactive network monitoring on diverse technologies 

Responsibilities

 a)Accountability : Manage the specific customers networks assigned and ensure the day to day operations of those networks run smoothly without any issues. Any incidents or problem happening for the accounts need to be fixed within the agreed SLA levels.

 b)Typical Activities

Troubleshoot customer networks when faults are reported and also assist the Tier 1 team in troubleshooting and assisting them in handling issues. Escalating complex issues to Tier 3 Team or Cisco TAC whichever applicable.

 c) Performance Metrics

Number of issues resolved in a month, Time take to resolve issues, Escalations handled, initiatives adopted for better process handling, Adherence to SLAs. Quality of changes and incidents handled over a period of time. This is measured on qualitative and quantitative basis.

1) Required Technical skillsets

Routing Protocols            : OSPF, BGP, EIGRP, ISIS,

LAN Switching                  : Exposure to diversified family of Catalyst and IOS based

                                           switches including hands on experience on VLANs,

                                           Trunking, STP, PVST

WAN Technologies         :   ATM, Frame Relay,ISDN (Hands on experience preferred)

                                           HDLC & PPP Point to Point links

Other Technologies         :  MPLS Basics, LDP, TDP, TE 

( Preferred  not essential

2) Other required skillsets

• A strong adherence in following documented process and handle day to day operations with Change & Fault management by adopting ITIL industry standards.  

• Needs to demonstrate technical problem solving capabilities with minimal escalations.

Document a knowledgebase with recurring problems thereby resolving maximum number of incidents at the Tier 1 desk