SR Network Consultant I

The Main Responsibilities

• Provide first, second, and third-level support, resolving ~75% of issues without escalation.
• Troubleshoot network, server, and hardware issues, ensuring minimal downtime.
• Escalate unresolved issues to relevant engineering teams while adhering to defined procedures.
• Maintain accurate and up-to-date ticket information, ensuring transparent communication with customers.
• Coordinate replacement of faulty hardware and ensure timely resolution.
• Execute client change requests in collaboration with Engineering, Account Management, and Command Centre teams.
• Escalate critical incidents/outages to leadership as per SLA and process guidelines.
• Document incident resolutions thoroughly in case notes and provide detailed feedback to stakeholders.
• Review and manage open cases daily, updating relevant stakeholders on status and progress.
• Ensure smooth shift handovers with comprehensive updates.
• Participate in daily operations and change review meetings.
• Engage with third-party vendors for issue resolution when required.

What We Look For in a Candidate

Core Competencies

• Strong customer-facing communication skills (verbal and written).
• Ability to work under pressure and manage multiple priorities.
• Analytical mindset with strong troubleshooting capabilities.
• Proactive, adaptable, and team-oriented approach.
• Experience with ticketing tools and adherence to SLA timelines.

Technical Skills

Networking & Security Technologies

• Cisco routers and switches
• Lenovo switching solutions
• SD-WAN (multi-vendor)
• Wireless technologies (Cisco WiFi)
• Firewalls (Sophos, Check Point)
• Load balancers (F5 Big-IP, Kemp)
• Azure Networking (vNets, Virtual WAN, VPNs, NSG, Hub architectures)
• Proxy solutions (Bluecoat) and Meraki devices
• RSA server management

Networking Fundamentals

• TCP/IP protocols
• Layer 2 & Layer 3 switching and routing
• Routing protocols: BGP, EIGRP, OSPF
• Network security concepts: Firewalls, IDS/IPS, VPNs, SSL
• Load balancing principles
• Radius/NPS configuration and administration

Tools & Platforms

• Packet capture tools: Wireshark, NetScout
• Monitoring tools: SolarWinds, NetFlow
• IP Soft tools
• Operating systems: Windows, Linux/Unix
• Networking services: DHCP, DNS

Additional Requirements

• Experience in enterprise network support environments (mandatory)
• Strong troubleshooting and incident management experience
• Ability to design, implement, and support network/security solutions
• ITIL certification (preferred)

Nice to Have

Experience with Zscaler