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Specialist Level 2 – Network

JOB DESCRIPTION

 

As a Network Specialist, you will be part of the Technical Assistance Center (TAC), reporting to the Director of Technical Support Services.  You will provide technical support via phone, email and remote access to customer sites where solutions are deployed; and proactively manage and monitor customer environments.  You will work directly or indirectly with customers through the advice you will provide to others in the TAC.  You will join a team with the responsibility of mentorship, knowledge transfer, supporting, planning, designing and acceptance sign-off while building network infrastructure solutions for FlexITy and its customers.

 

MAIN BUSINESS OBJECTIVES

 

  • Manage and monitor customer environments from FlexITy’s Technical Assistance Center (TAC) environment
  • Monitor customer requests for incident creation and updates
  • Complete ticket work, solving any network related technical issues for customers within the agreed upon Service Level Agreements (SLA)
  • Look holistically at incidents and work with a team to solve complex technical issues encompassing hardware, software and systems & storage
  • Recognize when customer issues need to be escalated and work with a higher tier of technical support to incident resolution
  • Compile data gathered through ticket work in the TAC to create knowledgebase articles for internal training, in compliance with ISO and ITIL specifications
  • Review tickets, to determine trending. This can further lead to providing suggestions and ideas for improvement in the customer environment
  • Participate in researching and recommending tools for assessments, testing and troubleshooting
  • Acquire and maintain technical certifications essential to the business needs and business certification levels. Certification requirements heavily revolve around Cisco and Juniper technologies
  • Assist with drafting Root Cause Analysis (RCA) reports for customer, working closely with Engagement Managers to provide necessary information pertaining to the ticket/issue
  • Ethical Conduct – Treat all with respect; keep commitments; inspire the trust of others; work with integrity and uphold organizational values
  • Organizational Support – Follow policies, and procedures; complete administrative tasks on time; support organizations goals and values

 

REQUIREMENTS & EXPERIENCE

 

  • 3 to 5 years’ experience with configuring and troubleshooting routers, switches and protocols including BGP, EIGRP, OSPF and Layer 2 switching
  • Past experience working directly with the customer in handling incidents and alerts generated by customer and customer environments respectively
  • Solid knowledge of Cisco and Juniper product lines
  • Strong analytical and troubleshooting skills
  • F5 and Fortigate experience and knowledge is an asset
  • Knowledge of network design, network architecture, protocols, and network topology
  • Ability to perform duties in a very fast paced environment and ability to learn new technology
  • Must be able to multitask effectively and efficiently to handle multiple tickets
  • Must have excellent communication skills in English in order to communicate with employees, customers, suppliers – in person, on the phone and by written communications in a clear, concise and professional manner
  • Ability to prioritize actions, amidst a wide array of concurrent requirements
  • Due to the nature of 24×7 operation, shift work and on-call will be required. Ability to work Flexible hours is a must

 

In addition, if required, the candidate must be willing to rotate between weekend night shift and weekday night shift:

 

Weekday’s Night Shift Rotation:

Week A: Mon – Wed, 7p-7a = 36hrs

Week B: Mon – Thurs, 8p-7a = 44hrs

Weekend Night Shift Rotation:

Week A: Thurs – Sun, 8pm-7am = 44hrs

Week B: Fri – Sun, 7pm-7am = 36hrs

 

  • The incumbent must be in possession of the following skillsets/certifications:
    • Cisco CCNA (Must have)
    • CCNP and/or CCIE (Preferred, must be prepared to pursue)
    • Juniper JNCIA (Preferred)
    • ITIL working knowledge (certification would be preferred)

 

If you are interested in applying, please send a copy of your résumé to careers@flexity.com.