Technical Specialist

HCL Technologies Ltd. Alachua , FL 32615

Posted 1 month ago

Job Description: (Posting).

Network Data L2 Role

Responsibilities & Qualifications

Responsibilities i. Adhering to SLAs

ii. Mentoring / Training Team Members

iii. Handling tickets / requests

iv. Perform root cause analysis

v. Troubleshooting technical issues

vi. Defining processes and ensuring that the processes are adhered to

vii. Oversees and is responsible for successful completion of Installation, configuration and migration

viii. Ensure maximum uptime according to the SLA

ix. Understanding of Multi-geo support environment

x. Responsible for building / maintaining a test environment

xi. Improves and maintains customer and employee satisfaction

xii. Suggests new technologies and design changes

xiii. Monitoring and maintaining SLA requirements by the team members

xiv. Testing / Auditing/processes as required from time to time

xv. Identify Skill gaps and plan for training / knowledge updating

Technology Knowledge i. Router

  • Cisco, Avaya (Extreme), Juniper

ii. Switch

  • Cisco and Avaya (Extreme), Juniper

iii. WLAN Access Points

  • Cisco and Aruba

iv. Firewalls

  • Cisco, Juniper and Fortinet

v. WLAN Appliance

  • Cisco and Aruba

vi. IPAM

  • Infoblox /others

vii. WAN Optimizer

  • Riverbed / others

viii. Packet Shaper

  • Bluecoat

ix. Terminal Server

  • Ion systems /others

x. Load Balancer

  • F5

Qualifications

i. 5+ years of hands-on experience and proficiency in managing and maintaining a medium/large environment

ii. Extensive hands-on technical skills to cover installation, configuration, administration and advanced troubleshooting of data networks in large enterprise that includes Wired & Wireless

iii. Excellent communication and conversation skills (Verbal and Written) Perform root cause analysis

iv. Able to handle high pressure

v. Experience on Cisco (Routers/Switches) , Extreme & Juniper products

vi. Experience on Wireless technologies Cisco, Aruba

vii. Experience on Firewall rules & troubleshooting Security incidents across Cisco ASA / Fortinet & Juniper Firewalls

viii. Should have good understanding of SDWAN solutions

ix. Handling troubleshooting calls related with Routing, Switching, Wireless, & VPN

x. Good hands-on experience with OS upgrades of different vendors devices.

xi. Knowledge of load Balancers & Optimizers like Riverbed

xii. Knowledge of DNS, DHCP and IPAM solutions

xiii. Hands on technologies like IP addressing schema, VLSM, DHCP, DNS etc.

xiv. Knowledge of implementing and troubleshooting complex layer 2 technologies such as VLAN Trunks, VTP Ether channel, STP, RSTP and MST.

xv. Excellent NOC Troubleshooting, analyzing & managing the critical

xvi. Incidents, Problem tickets with out of the box thought process

xvii. Experience on any cloud technologies or SDN technologies will be an added advantage

Soft Skills

i. Excellent communication and conversation skills (Verbal and Written)

ii. Good documentation skills

iii. Should have excellent customer handling skills

iv. Able to handle high pressure situations

v. High level of acceptance

vi. Can drive HCL's value and its methodology

Certifications

  • ITIL v3

  • CCNA /CCNP -R&S or equivalent

  • Juniper & Avaya Network certifications

(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases

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Technical Specialist

HCL Technologies Ltd.