Note: The job is a remote job and is open to candidates in USA. Logicalis provides managed IT services and supports customer network environments through its 24x7x365 operations team. The Network Administrator troubleshoots and maintains network devices, manages incidents, problems, and changes, coordinates with vendors, documents processes, and resolves customer issues in accordance with service offerings and SLAs.
Responsibilities
- Performs break/fix troubleshooting, software updates and feature enhancements to networking devices
- Works closely with external vendors such as Cisco, AT&T, Verizon, etc. in troubleshooting hardware and circuit issues
- Creates and maintains technical and process documentation for troubleshooting purposes
- Understands Information Technology Infrastructure Library (ITIL) and follows predefined ITIL incident, problem and change management processes in place for each customer when working to resolve customer requests or outages
- Responds and solves customer issues utilizing technology tools, procedures, and training through awareness of service offerings and Service Level Agreements (SLAs)
- Understands all Logicalis service offerings to better support customer as well as expanding any service offering to current customers
- Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values
- Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors
- Supports and conducts self in a manner consistent with customer service expectations
Skills
- Associate's Degree in a related field
- 4 years of experience in network operations center or equivalent network support team
- Experience with following network technologies: Cisco and Fortinet – firewalls/switches/routers/AP's, VPN Technologies, Data/Voice circuits, Load Balancer familiarity, IPT - CCM, Unity, UCCX, Webex, MS Teams
- Experience working in ITIL-based incident tracking system (Service-Now, CA Service Desk, etc)
- Understanding of network monitoring tools and technologies
- Proficient use of all Microsoft Office applications
- Cisco Certified Network Associate (CCNA) / Fortinet NSE4
- CompTia Security + / CompTIA Network+
- Ability to execute tasks, projects, and troubleshooting with minimal supervision and with sense of urgency
- Detail-oriented with ability to multitask and prioritize to meet critical SLA deadlines
- Excellent customer service and interaction skills
- Outstanding verbal, written, and technical/business communication skills
- Ability to accommodate requests from multiple customers and Logicalis Account Executives and respond in timely fashion
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
- While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms
- The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl
- The employee must occasionally lift and/or move up to 10 pounds
- NGFW (Cisco/Fortinet/Palo), Cisco Meraki, Cisco DNA, Cisco SDWAN, Citrix Netscalers experience a plus
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