EMCIE Preferred
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability
required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
ESSENTIAL DUTIES AND RESPONSIBILITIES (Other duties may be assigned)
Performs LAN/WAN on-site and off-site troubleshooting to isolate and diagnose common network problems.
Possess an expert working knowledge of problem determination, analysis and resolution techniques.
Earn client, partner, and employee trust & respect through demonstrating a commitment to exceed expectations.
Ability to break down ideas, problems, or opportunities into components, solve problems, & implement client requests.
Ability to effectively communicate to internal clients through all available mediums (verbal, listening, writing, presenting).
Adhere to service level agreements, with respect to turnaround times in the area of problem resolution.
Upgrade network hardware and software components as required using the appropriate hardware and software tools.
Install, upgrade, configure network printing, directory structures, rights, security, file servers, memory, NIC’s, & hard-drives.
Establishes network users, user environment, directories, and security for networks being installed.
Field in-bound calls and e-mails to the help desk from clients, partners, & internal employees.
Respond in accordance to SLA for NMS generated client trouble tickets.
Troubleshooting and closing client & Netarx trouble tickets daily.
Charged with fulfilling “On-Call” client SLA expectations (i.e. notification, ticket management, troubleshooting).
Ensure all calls & e-mails are entered into Ticketer in a detailed and timely manner while maintaining appropriate tracking.
Responsible for entering all new client equipment that is staged and pertinent contact information into Ticketer
Open client trouble tickets and TAC Cases (I.E. Microsoft & Cisco)
Route high level and urgent level tickets to the appropriate dispatch.
Enter dispatch requests for both LCO and iTeam issues that need to be addressed.
Provide clients and partners with on-site & off-site installation support of new NMS hardware, software, & UPS units.
Perform daily administration of client NMS reports, graphs, scans, notifications, Agents, tickets, profiles, & RSA ID Fobs.
Perform expert configuration & staging of EMC products (Celerra, Legato, Clariion, etc.)
Possess hands on expert administration skills of Windows Active Directory & Exchange Servers.
Provide pre & post sales support to the Netarx sales team as it relates to products offered and supported.
Possess the ability to effectively and efficiently plan, design, implement, & support an IP based LAN/WAN.
Possess the ability to design and implement network monitoring & management systems for clients.
Possess the ability to develop a timeline in which a project will be designed, configured, installed, and completed.
Provide product training and presentations to employees, clients, manufacturers, & partners.
Provide the sales force, clients, and partners answers to design and configuration questions that may arise.
Possess the ability to meet deadlines by prioritizing the work requests based on a sense of urgency.
Coordinate system changes with appropriate partners, clients, and internal staff to minimize disruption.
Coordinate and communicate issues requiring escalation to Netarx teams & initiate follow-up procedures pertaining to issues.
Aide and assist Network Technicians, Network Engineers & Senior Network Engineers with client projects.
Eager to evaluate and test new manufacturer products, services, troubleshooting, installation, & configuration techniques.
Mentor Network Analysts & Technicians with tasks such as installation, staging, troubleshooting, and ticket administration.
Ensure in-house tape backups are completed on a daily basis utilizing the latest Veritas Backup Exec software.
Sr. Network Engineers are expected to be billable for 75% of each week, based on a 40-hour week (I.E. 30 hours per week).
Required on call for 7 days around the clock approximately 4X a quarter. Approximately twice as primary and twice as backup.
Possess the ability to work effectively under pressure and stressful situations.
Possess the ability to evaluate, escalate, exercise good judgment and make decisions based on limited information.
Possess the ability to work as a stand alone or in a team environment.
Eager to work pro-actively and to do what is expected at all times.
10% travel is expected in and/or out of state & country may be expected, possible overnight stays.
Remain current on technical and company related literature/correspondence and regularly review administrative procedures.
Required to keep current manufacturer technical certifications, specialization exams, and licenses. (I.E. CCNA or 9EO-441)
Willing to stay on the leading edge of technology by learning new techniques and methods through continual education.
EXPERT KNOWLEDGE & ADMINISTRATION SKILLS
DOS, Windows 98, Windows NT, Windows 2000 Professional/Server, Windows XP Workstation, & Windows 2003 Server
EMC Celerra, Clariion,. Legatro, & Centera
MS Exchange, Unity Servers, Call Manager, IOS Gateways, & IOS Gatekeepers
MS Visio 2003 & MS Project 2003
Office automation software (MS Office & Netarx Ticketer)
Netarx NMS Units, Software, & Netarx proprietary Win2K Agents
Cisco Secure Agent (CSA)
Cisco Web Attendant & Auto Attendant
Citrix Metaframe & Terminal Services
RSA Secure ID Tokens
Veritas Backup Exec
Norton Ant-Virus
APC & MGE Uninterruptible Power Supply (UPS)
Remote access strategies (VPN client-site to client-site)
General network concepts (TCP/IP)
IP Network Protocols: FTP, TFTP, DHCP, DNS, HTTP, SOCKS, SMTP, BGP, & SNMP
IP Voice Network Protocols: SIP, SRST, MGCP, H323, G711, G729, TSP.
Unix Shell Commands: Telnet/SSH, VI, & Directory
Cat-5/Fiber optic cabling
SUPERVISORY RESPONSIBILITIES
This position requires a Senior Network Engineer to be a Project Team Leader as needed.
EDUCATION and/or EXPERIENCE
H.S. Diploma or Equivalency Diploma (GED)
6 years professional industry related experience
