Consultant

Job description:

Frontline network analyst Job description:

1. Very strong IP networking skills

2. CCNA education courses or certification

3. Knowledge and experience troubleshooting the first 4 layers of the OSI model.

a. physical, data link, network, transport

4. Has worked with and troubleshooted broadband connections

a. T1s

b. Metro E

c. Broadband (cable, fiber, dsl) connections

d. any WAN circuits

5. Experience supporting WAN circuit and working with LECs troubleshooting WAN circuits.

6. Experience supporting VOIP network in production environment

7. Routing and switching

a. Configuring

b. troubleshooting

8. Cisco CLI proficiency

9. Education or practical experience with sdwan troubleshooting/deployment:

a. Viptela vmanage

b. Velocloud orchestrator

Extended Frontline network analyst Job description: entire frontline description PLUS the following

1. Knowledge and experience with CUCM and CUC (2-5 years of CUCM experience which includes educational experience)

2. Complete voice call flow comprehension

3. Experience supporting VOIP network / SIP in a cisco centric network

4. Experience working with phone providers troubleshooting calls for analog lines / VOIP

5. 5+ years of customer service within network space, preferably over the phone remote support.

This position is for a network support analyst who will be supporting data and voice in a production network environment working with over a dozen different network equipment and platforms.

• To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team.
• To provide support for on call escalations orL3 level support and doing incident and problem management
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.
• To adhere to quality standards, regulatory requirements and company policies
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
• To participate or contribute on EN business in creation of proposals to drive Service improvement plans.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to for investigation.