Network (NOC) Tier II Technical Support Analyst
Global Business Consulting Services - Irving, TX

This job posting is no longer available on Dice. Find similar jobs: Global Business Consulting Services jobs

LONG TERM CONTRACT WITH DIRECT CLIENT_________________________________________ NO THIRD PARTY AGENCIES PLEASE_________________________________________ We have a great relationship with the hiring manager and they are looking to fill this role ASAP This job is going to be moving quickly If you think you are qualified send your resume to kamnagbcsusacom Contact (917) 4633892 with JOB T27633 mentioned in the subject line of your email_________________________________________ JOB DESCRIPTION GNCC Tier II Technical Support Analyst (Systems Specialist 2) Daily Responsibilities Provide Tier II Technical Support for Citibank’s global network with a focus on network infrastructure in the Americas region bull 85 ‘BreakFix’ support of standard enterprise Cisco Internetworking Technology solutions bull 15 ‘BreakFix’ support for Internetworking technology infrastructure solutions such as 1) Load Balancers (F5 and Citrix) 2) Juniper Routers 3) WAN AcceleratorsOptimizers (Riverbed) 4) VoIP Appliances (Avaya) 5) WiFi Wireless communications support 6) Other small pockets of both new and legacy internetworking technologies managed by GNCC Provide timely response to phone calls into the GNCC Technical Support hotline from internal colleagues within CTI Citi business clients vendors and others Coordinate conference calls to conduct in depth technical reviews on ongoing incidents Major Incident Support bull Represent GNCC on conference calls for business impacting incidents which may or may not be due to a failure in GNCC managed technology infrastructure bull Drive major incident conference calls as a representative of GNCC through consistent professional and highly assertive communication bull Maintain focus and poise for the duration of the major incident support cycle and work through all challenges with a results oriented attitude and relentless focus on enhanced customer service through rapid incident resolution bull Collaborate with GNCC TierIII Support GNCC SMEs SDMs Vendor Support Teams etc with the goal of aligning all parties towards achieving incident resolution as quickly as possible bull Communicate with GNCC Management to provide frequent status updates regarding the technical issue status of the remediation efforts and ongoing business impact Departmental Contributions Introspectively review GNCC operating procedures daily support practices major incident support etc and provide feedback to the leadership team for the purpose of continuous service improvement and operational excellence Foster innovation Work with TierIII SMEs SDMs and Engineering colleagues to ensure GNCC support services stay ahead of the market Think about what we do today versus what we should be doing tomorrow Drive operational efficiencies Maintain awareness of all GNCC workflows and automationefficiency opportunities Utilize the wide range of tools to enhance efficiencies within GNCC Operations Provide input to GNCC management on automation enhancements and workflow optimization opportunities Qualifications Requisite Knowledge Base 1) 3+ years of experience in providing network operations support Experience supporting a network with 1000+ nodes is preferred NOC (Network Operations Center) experience is highly preferred 2) Intermediate level working knowledge of enterprise TCPIP communications (IPv4 QoS IPSEC etc) 3) Intermediate level working knowledge of enterprise standard Ethernet media types Fastethernet Gigabit and TenGigabit 4) Intermediate level working knowledge of Cisco routers and switches WANs (T1 T3 MPLS) 5) Intermediate level working knowledge of three of the following routing protocols EIGRP BGP OSPF RIP 6) Any of following Industry Certifications are highly preferred I Cisco Certified Network Professional (CCNP) is highly preferred and required within 1 year of hire Cisco Certified Network Associate is preferred (CCNA) II Juniper Networks Certified Internet AssociateSpecialistProfessional (JNCIA JNCIS JNCIP) III Information Technology Infrastructure Library – Version 3 Foundations (ITIL Version 3) A commensurate knowledge base in absence of certification is acceptable 7) Language Skills beyond English are a plus Areas of need Spanish Portuguese General Attributes Characteristics and Capabilities 1) Highly assertive communications skills commanding personality Ability to engage a large audience and lead the discussion with clear articulate and highly assertive communication Must be aggressive but also professional Must show confidence in all communications so that key stake holders are not doubtful of the information being communicated 2) Effective prioritization skills and high energy Ability to work in a fastpaced network operations environment Ability to work under pressure with conflicting priorities and a fluctuating and potentially voluminous operational workload 3) Ability to articulate technical information to large audience with various levels of technical knowledge base including a business management audience that may lack a deep technical understanding of internetworking technology solutions Ability to drive communication between business leaders and IT Must exhibit sound and comprehensive communication and diplomacy skills to exchange complex information with inherent confidence 4) High sense of urgency and commitment to exceeding customer expectations Strong personal work ethic inspires excellence and enthusiasm amongst peer group 5) Resilient and highly responsive in overcoming adversity ability to work through a multitude of challengesobstacle in order to achieve the desired end result 6) Ability to provide clear and detailed documentation of all technical troubleshooting tasks performed on all incidents in order to maintain proper continuity in a 24x7 network operations center environment 7) Ability and willingness to operate within tightly controlled operational procedures Proficiency in managing customer satisfaction requirements within the confines or operational procedures to achieve a suitable outcome for all stakeholders 8) Demonstrated technical competencies and history of increased responsibilities during previous three years Strong dedication towards continual growth and selfimprovement including yearoveryear progression in industry certifications and overall technical proficiencies and knowledge base 9) Strong analytical organizational written and interpersonal skills _________________________________________ EMAIL RESUME TO kamnagbcsusacom Contact (917) 4633892 with JOB T27633 mentioned in the subject line of your email_________________________________________ support of standard enterprise Cisco Internetworking Technology solutions, bilingual - english and spanish
Dice - 23 months ago - save job