Associate Product Support Analyst, Overnight
Stack Exchange
Cloud
Network Support Engineer
Abacus Group
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
CitrixCloud
About the role
- Be able to troubleshoot End user connectivity from/to office and Data Centers, remote connections (Meraki, VPN, Citrix)
- Support Network core infrastructure between multiple data centers and geographical regions based on routing protocols (OSPF, BGP) and various connectivity methods such as, Shared Point to Points, Direct x-connects, GRE VPNs.
- Support and troubleshoot Internet connectivity for variety of clients with own DIAs and Data Center Internet connections
- Create Layer 1, 2, and 3 network diagrams as necessary for all client environments.
- Perform Root Cause Analysis on repetitive or major network-related issues to implement permanent resolutions
- Understand Palo Alto NG firewall rules and policy and be able to create and troubleshoot unique clients firewall requirements
- Be able to work independently to configure, setup and lead installation projects for existing clients
- Be able to support any specific client requirements for Voice/Video/Security from 3rd party Vendors
- Possess understanding knowledge to support IPSec VPNs with variety of hardware, Policy based routing and variety of Cloud based computing and multi-site multi-platform connectivity
- Work through a daily queue in ticketing system maintaining proactive communication with clients and adhering to ticket SLA’s.
- Update ticketing system time entries and work notes in real-time
- Be able to work directly with high profile clients to understand the needs and potential issues they are experiencing with infrastructure.
- Respond to escalation requests from lower-tier teams, taking ownership of assigned issues
Requirements
- 3+ years of Networking experience
- Bachelor’s degree a plus
- Industry certifications a plus
- Flexibility for after hours and weekend work
- Ability to work on call rotation
Benefits
- Exposure to diverse array of technologies
- Part of a team of experienced technicians that aim to deliver exceptional service
- Competitive compensation
- Robust benefits package; medical, dental, vision, disability, life insurance, 401k, and PTO
- Opportunities to further technical education through online courses
- Positive, friendly, supportive office environment
- Workplace perks such as healthy snacks, wellness programs, and fun events
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingnetwork infrastructurerouting protocolsOSPFBGPfirewall rulesIPSec VPNsnetwork diagramsRoot Cause Analysispolicy-based routing
Soft skills
independent workproactive communicationclient managementescalation managementproblem-solvingflexibilityownership
Certifications
industry certifications
