This role resides in the Solution Delivery and Support team responsible for providing modern customized managed network services for customers. This position will provide support for problem resolution, moves/adds/changes, proactive/preventative maintenance activities, and more, for various data and converged network technologies including switches, routers, firewalls, VPN devices, wireless LAN, Information Systems, and IP-Telephony systems.
This is a senior position requiring advanced technical aptitude and customer interface skills.
Delivery of contracted Managed Services ensuring a high level of end-user satisfaction and achieving/exceeding pre-defined service levels
Prime contact for customers who have outsourced network management to TELUS
Configuration of network equipment, appliances
Capacity and performance management
Network and Information Systems trouble analysis and repair
Network upgrades and enhancements
Conduct and report on, pro-active and preventative maintenance routines
Identify and analyze the root cause of performance breakdowns and recommend mitigation solutions
Proactive network performance analysis and recommendations to eliminate the root cause of network failures
Pursue network and systems availability through continuous improvement
Design, implement and maintain contracted managed LAN/WLAN/Datacenter networks.
Ensure a high level of end-user satisfaction and achieve/exceed SLA commitments which drive a high Likelihood to Recommend (L2R) rating.
Provide troubleshooting and configuration management of networked equipment.
Resolve technical problems by identifying and analysing the root causes of performance breakdowns and recommend solutions.
Documentation development, updates, and improvement
Routine interfacing with external and internal customers
Strong knowledge of key network hardware and associated software for a variety of data and converged network technologies including Juniper switches, routers, firewalls, VPN devices, Wireless LAN equipment, IP-Telephony, and Windows Server based Applications
Knowledge of Network QoS configuration and troubleshooting
Knowledge of IP stack and packet decoding using protocol analyzers.
Sound knowledge with firewalls and VPN systems, authentication systems, encryption technologies, and security tools
Extensive knowledge of LAN configurations & trouble shooting techniques
Good understanding of NAT, dynamic routing protocols, IP applications (HTTP/S, POP, SMTP, FTP, TELNET, SSH, NNTP, LDAP, SNMP), and telecommunications facilities.
Knowledge of troubleshooting Cisco enterprise networks such and LAN, WAN and Wireless, including typical data center device installations
Required Skills & Abilities:Candidates must demonstrate a good understanding of:
Planning & design, implementation, problem resolution, maintenance, and upgrades to network equipment and infrastructure
Management, administration, and accountability for network security
Hands-on experience in design and management of data networking and IP-Telephony systems
Demonstrated ability to work in a diverse enterprise environment that includes WAN, LAN, VOIP, Wireless, and Datacenter technologies.
Solid understanding of load balancer logic and load balancing technologies such as F5.
Experience and understanding of networking technologies including TCP/IP, DHCP, DNS, etc.
Proven ability to liaise with customers with the goal of effectively working with systems, building customer knowledge, review (taking ownership and/or explain) major outages and trends, and assist in the development of action plans to eliminate future risk.
Candidates are required to interface directly with the client to review (sometimes including take ownership and/or explain) major outages and trends and assist in the development of action plans to eliminate future risk
Deliver customized network management specific to customer requirements
Some project management for LAN/WAN solutions, from design to implementation, may be required
In addition to demonstrated technical ability the candidate must have the ability to work at a business level with the following management abilities:
Work with sophisticated clients through strong interpersonal skills.
Work on teams in participative capacity.
Strong oral and written communication skills.
Candidates should possess exceptional verbal and written communication skills, and must operate efficiently and effectively in a very interactive team environment
There is an extreme sense of ownership and accountability for the customer's network
Provide knowledge and professional consultation to the customer and their vendors
Individuals need to be self-motivated and accountable for ensuring service levels are achieved / exceeded as per contractual obligations
Multi-Tasking with strong time management and ability to manage competing priorities.
Candidates must be able to work independently, extended hours / over time, after hours providing 7X24 on-call coverage on a rotation basis
Ability to travel and work on-site at a customer location if required
Required Professional Designation/Certification:
Post-secondary degree in telecommunications or computer science with added professional training is desirable
Junior level professional CISCO certifications such as CCNA are required, however extensive experience working with Enterprise networking technologies including LAN, Data Centres & Wireless LAN will be considered in lieu of CCNA certification
Advanced professional certifications such as Cisco CCNP/CCNP Voice is desirable
Extensive experience while working towards specified professional certifications will be considered
Ability to obtain advanced levels of security clearance is mandatory
Extensive experience (minimum 3- 5 years) providing technical support of complex Cisco network devices and major WIFI technologies, including routing and switching and datacenter networking products
Experience working with network management tools such as Cisco Prime, CMX and Solar Winds
Experience working in a multi-service provider environment and consultant role
Previous experience working onsite in a high security environment is highly valued