---------- Forwarded message ----------
From: Nishu Bindra <nishu@qikmail.com>
Date: Wed, Jun 19, 2013 at 12:58 AM
Subject: IPT Ops L2, Framingham, MA
To:
Date: Wed, Jun 19, 2013 at 12:58 AM
Subject: IPT Ops L2, Framingham, MA
To:
Saminath
I have an immediate need for a Level 2 IP Telephony engineer. Contract through year end.
This is a position in the Network Operations Center and is part of a team supporting IP Telephony operations for a dedicated client 24x7. The Level 2 resource will pick up incoming tickets, perform initial triage, and either work the issue or assign to higher level engineers for support. Experience providing remote support for a global network environment is strongly preferred. Experience with troubleshooting (incident), and request management are preferred.
Function:
o Deliver Level 2 IPT technical support - IPT, LAN, WAN Architecture and troubleshooting.
o Provides daily troubleshooting support for Routing and Switching Services for global infrastructure, and works to clear MACD tickets.
o Routing and Switching root cause analysis (RCA) for Day 2 operations supporting identification and resolution for network events.
o Work assigned tickets to determine the point of failure and resolve problems remotely utilizing available tools and other Operation Center resources.
o Work & escalate problems effectively in order to meet customer SLA's (service level agreements); escalate to L3 engineers or Management if unable to resolve the issue.
o Direct Field Engineers as required to resolve and/or confirm operation of network equipment.
o Perform problem management and root cause analysis for customers as required.
o Maintain all assigned tickets with up to date information in our ticketing system.
o Provide escalation support to L1 members of network team
o Support service quality metrics.
Industry Knowledge:
o Cisco Routing and Switching IP Troubleshooting Standards
o Cisco IPT products and services
o Basic LAN Switching/Routing experience preferred
o At or approaching CCNA skill level requested, specializing in voice where appropriate
o Cisco Voice certification strongly preferred, or commensurate skill level.
o Strong familiarity with Cisco tool sets
o 3 to 5 years of relevant experience required. In particular, experience in a Technology or Network Operations Center is strongly preferred.
o Possesses a high degree of system level troubleshooting
o Excellent oral and written communication skills
o Ability to work in a team environment and willingness to assist and effectively communicate with individuals across the organization.
o Good Telephone manner and customer communications skills.
Location: Framingham, MAT Targeted Shifts: Day shift or evening shift preferred, regular or rotating weekend shift work may be required - please state willingness to do one or both.
Day: 7 AM - 4 PM
Evening: 3 PM - 12 AM
Night: 11 PM - 8 AM
Nishu Bindra
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