What you’ll do and how you’ll have an impact
Own, triage, and resolve customer network (WAN/LAN) related trouble tickets to successful completion
Detection, tracking, and restoration of customer’s network connectivity via their data circuits and/or equipment
Remotely troubleshoot and configure WAN equipment, including routers, firewalls, switches, and load balancers from various vendors
Engage, escalate, and work with carriers and other 3rd parties when needed as part of service restoral
Participate in incident command bridges, hypercare, and major incidents when required
Understand and use network monitoring tools such as Zenoss or Logic Monitor to assist in troubleshooting or analyzing network issues and performance
Converse with technical and non-technical contacts depending on the situation.
Perform effective ticket management including but not limited to queue management, timely ticket documentation, proper hand-off to other analysts, teams, 3rd parties, etc., communications to customers, ticket resolution
Adhere to established Service Level Objectives and/or Service Level Agreements
Work both autonomously and also as part of a team, assisting, when necessary, on identifying and diagnosing issues
What we’re looking for
Required
Minimum of two (2) years of WAN/LAN implementation and support/troubleshooting experience
Well-versed in TCP/IP protocols and able to troubleshoot issues remotely
Strong understanding of the OSI Model, SD-WAN, Transport, and TCP/IP
Demonstrable experience with routing and troubleshooting routing issues with BGP, IGRP, RIP, and OSPF
Must be knowledgeable in NAT, access lists, policy-based mapping, traffic shaping, and priority queuing
Must have supported data networks and telecommunications functions in mid-size enterprises, including VPN, ADI, MPLS, Ethernet, Cellular, Broadband, Wireless (WWAN), Multilink T1s
Must have experience in command line configuration using two or more of the following product lines: Cisco, SonicWall, Juniper, ADTRAN, Meraki, Fortinet, or other relevant technologies
Knowledgeable with DNS, DHCP, VRRP, HSRP, VLANs, and Inter-VLAN routing.
Knowledge of network monitoring and traffic capturing tools
Must be conceptually familiar with security-related terms, and technologies, encryption, authentication, IPsec, VPN tunnels including GRE, and controlling traffic
VoIP knowledge and experience is a plus
Ability to interact, communicate, and collaborate with internal/external customers, service providers, and field technicians
Strong verbal communication and documentation skills
Strong process improvement and customer-focused skills
Preferred
Large enterprise LAN/WAN environment or telecommunications company experience preferred
Bachelor's degree in Computer Science, Information Systems, or a related discipline
Experience working in a Managed Services organization a plus
Experience with ServiceNow and monitoring tools such as Logic Monitor or Zenoss
Possess or be working towards ITIL v3 or v4 Foundations Certification
Relevant technical certifications a plus, i.e., CCNA, Network+, etc.
Conceptual knowledge of Security Operations or experience is a plus
At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities.
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