The Tier 2 Network Technicians respond to incidents, triage issues identified by automation, plan for future enhancements for the team, and document their work in ServiceNow, the system of record. The selected candidate will be responsible for ensuring that the team has gathered information needed to work without vendors as well as related teams when escalating to engineering for solutions to issues that have been observed. The selected candidate is expected to be able to coordinate maintenance windows with our customers, followed by configuring, and shipping gear to be put into production.
Current vendors (Cisco, Aruba WiFi, Arista Velo SD-WAN, Aruba Switching, APC Netbotz, F5 Load Balancing, Palo Alto firewalls, and Zscaler).
The selected candidate must also perform process documentation as well as training the rest of the team on design changes, and new technology which will help to keep the team informed as well as current on skill sets. The selected candidate will need to be flexible to the team s wide ranging work schedules.
Qualifications: Required Qualifications:
High School diploma with 4+ years of experience related to systems / desktop / network support at a minimum
Security +
Zscaler
Network +
A passion for customer service
A high level of initiative, ownership & accountability
Ability to work alone, and with a team who collaborates well
A strong interpersonal verbal & written communication skills
Logical troubleshooting ability, and analytical skills
A demonstrated track record of success in the area of networking via academic work, internship or previous work experience
Experience using ITSM ticketing systems such as ServiceNow or Remedy
Strong Cisco Switching configuration skills
Strong F5 Load Balancing skills
Strong Aruba WiFi skills
Strong Aruba switching skills
Preferred Qualifications:
CCNP or equivalent is desired
Python scripting experience is desired
Rust development experience is desired
VMWear experience is desired
Linux experience is desired
Zscaler management, and troubleshooting experience is desired
