Senior Support Engineer

Role Overview: As a Senior Support Engineer- (IP), your primary responsibility is to ensure the optimal performance and security of network systems by continuously monitoring and proactively troubleshooting technical issues. You will be the main point of contact for both internal and external clients, documenting incidents and resolutions within a ticketing system. Your collaboration with cross-functional teams and vendor support will contribute to overall network enhancement. Key Responsibilities: - Monitor the health, performance, and security of network systems using monitoring tools. - Respond promptly to complex technical and hardware/software issues, documenting incidents and resolutions in the ticketing system. - Deliver exceptional support to internal and external clients, diagnosing and resolving issues in accordance with Incident Management Procedures. - Develop and manage change requests for network configurations, maintenance, and upgrades, ensuring seamless implementation without disruption. - Collaborate with cross-functional teams and vendor support to escalate and resolve issues effectively, contributing to overall network enhancement. - Provide 24/7 level II support for service assurance troubleshooting, ensuring critical tools remain stable and operational. - Possess excellent written, verbal, and electronic communication skills necessary to manage a high volume of telephone calls and emails involving highly technical issues. Qualifications Required: - 8-10 years of technical support experience in the IP domain, wireless communications, or network operations environments. - Hands-on experience with networking, routing, and switching technologies such as BGP, OSPF, MPLS, EIGRP, VRRP, and SDWAN. - Proficiency with key platforms like Cisco ASR, ASA, Juniper MX, and EX series. - Experience in network troubleshooting, load balancers, VPNs, and firewalls. - Familiarity with network management systems and monitoring tools. - Ability to work a 24/7 rotational shift, providing operational support in fast-paced environments. - ITIL Certification or equivalent experience with incident and change management processes. Additional Company Details: The company values adaptability, problem-solving skills, client-focused communication, organizational skills, and documentation. They emphasize teamwork, effective communication, and attention to detail in a dynamic, fast-paced environment. Role Overview: As a Senior Support Engineer- (IP), your primary responsibility is to ensure the optimal performance and security of network systems by continuously monitoring and proactively troubleshooting technical issues. You will be the main point of contact for both internal and external clients, documenting incidents and resolutions within a ticketing system. Your collaboration with cross-functional teams and vendor support will contribute to overall network enhancement. Key Responsibilities: - Monitor the health, performance, and security of network systems using monitoring tools. - Respond promptly to complex technical and hardware/software issues, documenting incidents and resolutions in the ticketing system. - Deliver exceptional support to internal and external clients, diagnosing and resolving issues in accordance with Incident Management Procedures. - Develop and manage change requests for network configurations, maintenance, and upgrades, ensuring seamless implementation without disruption. - Collaborate with cross-functional teams and vendor support to escalate and resolve issues effectively, contributing to overall network enhancement. - Provide 24/7 level II support for service assurance troubleshooting, ensuring critical tools remain stable and operational. - Possess excellent written, verbal, and electronic communication skills necessary to manage a high volume of telephone calls and emails involving highly technical issues. Qualifications Required: - 8-10 years of technical support experience in the IP domain, wireless communications, or network operations environments. - Hands-on experience with networking, routing, and switching technologies such as BGP, OSPF, MPLS, EIGRP, VRRP, and SDWAN. - Proficiency with key platforms like Cisco ASR, ASA, Juniper MX, and EX series. - Experience in network troubleshooting, load balancers, VPNs, and firewalls. - Familiarity with network management systems and monitoring tools. - Ability to work a 24/7 rotational shift, providing operational support in fast-paced environments. - ITIL Certification or equivalent experience with incident and change management processes. Additional Company Details: The company values adaptability, problem-solving skills, client-focused communication, organizational skills, and documentation. They emphasize teamwork, effective communication, and attention to detail in a dynamic, fast-paced environment.