CCNA Network Support Specialist

Role Summary

The CCNA provides proactive first-level network support for client’s WAN, wired/wireless LAN and voice

network, assists with deployments, and monitors network health.

Key Responsibilities

• Handle first-level service requests and incidents: configuration, deployment and installation,

decommissioning, troubleshooting and preventive maintenance.

• Assist in pre- and post-implementation testing, hardware acceptance and user acceptance testing.

• Monitor network devices, services and applications using client’s monitoring tools. Prepare periodic

reports on link utilization, response time and device availability.

• Operate and analyze Cisco ACI, DNA Center and Full Stack Observability (FSO), and support incident

troubleshooting with them.

• Immediately escalate outages to ITIOD-NOU Supervisors. Coordinate with client’s departments,

telecom providers, the Service Provider PMT and the CCNP team.

• Write incident reports (outage, root cause, resolution, duration) and track incidents against SLA.

• Perform routine operations: update the ITSM ticketing system, administer monitoring tools and IP

Address Management, maintain the device inventory and network diagrams, and prepare monthly

reports.

• Perform semi-annual preventive maintenance and on-site support at Regional Offices and Branches

(up to 1,140 man-days allotted). Travel and accommodation are arranged by the company.

• Follow attendance and SLA response-time standards, and use the biometric time-recording system.

Qualifications

• Current and valid Cisco CCNA certification.

• Graduate of a 4-year IT-related degree.

• At least forty (40) hours of networking-related technical training within the last three (3) years.

• At least one (1) year of experience in first-level wired and/or wireless LAN support.

• Background in Cisco device configuration, SD-WAN, video/web conferencing, network monitoring

(e.g., WhatsUp Gold, Cisco Prime Infrastructure) and IT service management tools.

• Trained and knowledgeable in the operation of Cisco ACI, FSO and DNA Center.

• Willingness to sign an individual CNDA, follow Client’s House Rules and observe on-site health and

safety measures.