The ideal candidate will be responsible for maintaining and integrating customer network infrastructure. You will work closely with vendors and internal teams to ensure smooth deployment, configuration, operation, and optimization of network solutions, while minimizing downtime, resolving technical issues, documenting solutions, and providing support and training where needed.
Responsibilities
- Troubleshoot production issues and network/security problems to fix any user related issues and work with principal vendors and customer to provide the resolution within the proposed timelines.
- Responsible for managing vendors and partners for the support matters on technical grounds.
- Performing RMA for hardware failures and replacement in production environment
- Able to follow and meet customer SLA for all the incidents and requests / responsible for the service delivery
- Undertake escalation for Enterprise Networking related matters from level 1 helpdesk engineers, perform level 1/2/3 on site troubleshooting and hardware field replacement works for customers.
- Responsible for updating technical documentations for configuration changes made via helpdesks and/or managed services customers.
- Responsible for opening and closing of support tickets when applicable and providing timely updates to customer for support cases that has been allocated to you
- New projects technical support
Qualifications
- Knowledge of ITIL principles, particularly Incident, Change, Problem and Service Management.
- Experience in writing Incident reports and RCA reports for Network outages.
- Minimum 2 years of relevant experiences in network operations including network, wireless, security technologies.
- Fluent in Mandarin Chinese (if also can speak English is prefer).
- Hands on experience in operations and BAU for fixing user/infra issues in production environment is essential.
- Required multi product and technology knowledge on Cisco / Fortinet / HPE / Palo / F5 / CheckPoint.
- Strong technical skills on Routing/Switching/Wireless technologies for troubleshooting and fixing user issues.
- Able to perform the software patching for Routing/Switching/NXOS/Wireless/Fortinet/NAC on production environment with no-downtime where possible.
- Strong understanding about Enterprise Networking Solutions such as VSS, VPC, Multicast , MPLS etc..
- Hand on experience in Nexus devices.
- Familiar with the Network configuration & setup: BGP, OSPF, MPLS, VPN Tunnel (GRE & IPSec), VRF, HSRP / VRRP, QoS, IP Flow Top Talkers, IP Accounting, ARP, NAT, PAT, Port Channel, VXLAN, Policy Routing.
- Ability in performing local / remote IOS upgrades on different products and RMAs for faulty devices in production.
