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his is an expert-tier Level 4 support position in Carousels NOC for the Network and Security Managed Services team, which supports Carousels customers. Principal Engineers in this team are responsible for:
- Diagnosing and remediating incidents and problems related to Cisco, Extreme, Juniper, Fortinet, Palo Alto and Aruba
- Triaging customer issues across all technology stacks and assigning to the appropriate technicians and assignment groups if not able to handle within Network and Security team
- Working within a team of Carousel Network and Security colleagues, Carousel service desk, vendors, client personnel, various managed services engineering teams, and project personnel
- Fulfilling complex Moves, Adds, Changes, and Deletes (MACDs) and/or Change Requests from customers across a number of systems and platforms
- Utilizing existing tools, including OpsRamp , to proactively recognize issues and trends
- Providing timely and effective resolution of issues to meet business requirements and Service Level Agreements
- Providing the follow up to ensure proper problem and resolution management is being done to prevent recurring incidents
- Mentoring Technicians, Level 1 Associate Engineers, Level 2 Engineers, and Level 3 Engineers
- Acting as Lead Support Engineer (LSE) for designated Carousel customers, providing on-going capacity planning and recommending and implementing leading practices
- Reviewing and updating current technology monitoring templates
- Maintain top-level expertise with multiple key products serviced by Network and Security, achieving skill mastery in at least one technology supported, being the top expert in Carousels Managed Services organization in that skill area
I. Customer Support
- Acts as an escalation point for incident and problem resolution.
- Services customers simple and complex service requests and MACD tickets across multiple technical platforms.
- Triages, diagnoses, and remediates customer problems using existing troubleshooting documents as well as own knowledge of networking equipment and operations. Technology serviced may include (but will not be limited to) the following:
- Cisco
- Extreme
- Juniper
- Fortinet
- Palo Alto
- Aruba
- Coordinates all required resources for applying fixes to recurring incidents and issues.
- Executes patches and upgrades of the following:
- Cisco, Extreme, Juniper, Fortinet, Palo Alto and Aruba
- Resolves escalated customer issues, providing detailed and immediate notifications and explanations to Carousel leadership and senior customer personnel.
- Maintain discipline and professionalism during all interactions and in all verbal or written communications.
- Ability to access and navigate ServiceNow (Carousels ticketing and ITSM system) as well as 3rd party ticketing systems and support sites in order to obtain and apply firmware, software, and licenses.
- As demand dictates, Principal Engineers may be asked to work on lower-level issues or answer phone calls and emails from customers on the front line during overflow situations
II. Reporting/Information Resources
- Performs routine reporting and analysis of data elements via various client access methods/systems.
- Responsible for inputting data into Carousels ticketing, alarming, and other internal tracking systems.
- Identifies and researches account discrepancies to ensure data consistency between systems.
- Provide capacity planning and environment assessment deliverables periodically to customer and Carousels leadership.
- Corrects and updates system information as needed.
III. Analysis, Problem Solving, and Service Planning
- Responsible for making decisions in resolving all problems of a technical nature within the engineers realm of expertise, acting as ultimate support escalation point for these technologies within Carousel.
- Responds to all inquiries effectively and responsively, deciding upon appropriate follow-up action.
- Plan and organize own day to day tasks within the parameters set out by leadership in line with service delivery
- During each shift worked, update all tickets not in an SLA Paused state that are assigned to self
- Document troubleshooting steps and results within ticketing system(s) in both a concise manner or comprehensive manner, depending on what level of detail is required.
- Build and/or review Problem Analysis Reports and Root Cause Analysis (RCA) reports
IV. Developing Knowledge of Internal Process, Systems and Technology
- Develop expert-level knowledge of the support area(s) assigned, as well as knowledge of peripheral support areas assigned to the team.
- Continually self-educate using various training methods and tools to maintain a high level of proficiency in applicable technologies.
- Work to develop a deeper understanding of NOC operations, including commonly used software, hardware, and other equipment used to support Carousels customers; use experience to make any appropriate recommendations.
- Build relationships with vendor contacts who you may need to work with to solve complex, escalated issues.
- Organize training and skill development for other members of the team.
- Understand individual and departmental goals and the direction to achieve the goals.
Non-Essential Duties and Responsibilities:
- Performs other duties as assigned
Qualifications
Basic Qualifications:
A minimum of 7 years experience supporting Cisco Route/Switch/FW
A minimum of 5 years experience supporting Juniper Route/Switch/FW
A minimum of 5 years experience supporting Fortinet
At least 3 years experience supporting Extreme Switch/Wireless
At least 2 years experience supporting Palo Alto
Familiarity with Aruba
Bachelors Degree preferred; or minimum of high school diploma (or equivalent) and 8 years of experience in an IT or MSP role required.
Two or more of the following certifications: CCNP, JNCIP-ENT, JNCIP-SEC, NSE5, NSE6, NSE7, Extreme EXOS R&S
Prior experience working in a service desk or a technical call center environment.
Ability to provide technical support over the phone; good telephone skills, professional demeanor, previous customer service experience strongly preferred.
Ability to write clear and comprehensive work instructions, SOPs, and knowledge base documents
Excellent communication, organizational and time management skills.
Ability to work independently as well in a team environment.
Must be able to learn new things quickly, need minimal direction, and handle multiple tasks simultaneously.
Strong computer skills, including intermediate typing abilities.
Preferred Qualifications:
Experience with Microsoft Office intermediate to advanced (preferred)
Experience with ServiceNow
Experience working within a NOC environment
Experience working with HP Switches
Experience working with Forti Switch and Wireless
Physical/Mental Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is required to:
Regularly analyze problems, which arise in the system environment and to correct these problems.
Have the mental capacity to analyze data and perform statistical analyses (computer assisted).
Have good interpersonal and communication skills (both oral and written) and be sensitive, adaptable, professional, and articulate when dealing with others.
Lift and/or move up to ten (10) pounds; occasionally lift and/or move up to twenty-five (25) pounds; and occasionally lift and/or move up to fifty (50) pounds.
Occasionally stoop, crouch, and reach.
May be required to sit for long periods of time.
Hone listening skills to comprehend the scope of the issue.
Regularly talk and hear.
Training Requirements:
Throughout the year there will be opportunities to take self-paced and classroom training. This will be scheduled based on job requirements. You will be required to earn, hold, and maintain all of the following certifications:
Either JNCIE-ENT - Enterprise Routing & Switching Expert Level or JNCIE-SEC - Junos Security Expert Level
Either CCIE-R/S - Cisco Certified Internetwork Expert Routing & Switching or CCIE-Security - Cisco Certified Internetwork Expert Security or CCIE-Wireless - Cisco Certified Internetwork Expert Wireless
NSE8 - Expert
Working Hours:
Schedule will be assigned based on shift.
You may be assigned to different work schedules/shifts outside of normal working schedule to meet business needs. This may include, but is not limited to, participating in on-call rotation with peers and/or providing coverage on holidays in order to meet 24x7 response requirements.
Travel Requirements:
May be required to visit customers around U.S. during Quarterly Business Reviews, during high-value pre-sales opportunities, or during periods of escalation activity; travel not expected to exceed 15%
May be required to travel locally to client premises to troubleshoot issues on site.
NWN Carousel is an Equal Opportunity Employer: NWN Carousel provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any ot
NWN Carousel
