Purpose

• The Network and Vendor Specialist will act as technical bridge between the NOC and the Active Networks teams and will collect performance data, monitor the network, troubleshoot issues and anticipate problems to ensure that the network is functioning efficiently.  The specialist will engage internal and vendor technical teams to resolve issues and optimise the network while having a thorough understanding of vendor contractual obligations.

Key Responsibilities

• Use tools and systems available to monitor the network for underlying issues including but not limited to availability, capacity & degradation.
• Extract and analyse data to identify potential incidents, problems or risks.
• Identify efficiencies in the systems and processes.
• Analyse technical incidents, problems or risks and work with the required stakeholders to resolve.
• Upskill NOC agents to improve initial troubleshooting and resolution rate.
• Create and maintain knowledge articles for future use.
• Thorough understanding of vendor contracts and their technical responsibility toward managing the network.
• Thorough understanding of vendor products and the capability.
• Timeous escalation of incidents to reduce resolution time and impact to ISPs and end-users.

Qualifications

• Tertiary Qualification
• CCNA or HCIA certification (required)
• CCNP or HCIP (desirable)

Experience

• 2 or more years in a networking role

Knowledge

• Intermediate knowledge of switching and internet routing technologies.
• Intermediate knowledge of network monitoring concepts and management tools.
• Intermediate Linux kernel, command line and knowledge to interpret system diagnostics

Systems and Proficiency

• MS Suite (Advanced)
• Monitoring Tools (Intermediate)
• Salesforce (Intermediate)

Skills and Competencies

• Planning; organizing and scheduling
• Process improvement
• Data interpretation and report generation
• Client experience focused
• High stress tolerance
• Problem analysis and solving
• Effective communication (verbal and written)
• Attention to detail
• Quality focus and delivery
• Listening skills
• General office operations
• Easily adaptable to and supportive of change
• Starter and finisher
• Applied learning
• Conflict management