Network Consultant II (SDWAN)

Lumen Technologies India; Dadri; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Lumen Technologies India is seeking a skilled network support professional to handle multi-level incident management and customer escalations. The role emphasizes timely resolution, effective communication, and coordination with Engineering and Change teams to maintain service quality.

Responsibilities include troubleshooting complex networking issues, coordinating hardware replacements, and providing comprehensive handovers.

Qualifications

• Strong experience in customer-facing technical support.
• Proficient in incident escalation and SLA adherence.
• Working knowledge of Microsoft products and networking basics.

Responsibilities

• Resolve first, second and third level support problems with minimal escalation where possible.
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Skills

Customer communication

Team collaboration

Analytical thinking

Troubleshooting

Incident management

Working under pressure

Networking concepts

Wireshark analysis

Ticket management

Tools

Ticket Management tools

Wireshark

NetScout

SolarWinds

F5 BIG-IP

Kemp LB

Check Point

Sophos Firewall

Job description

Position Summary

• Resolving first, second and third level support problems; 75% of which will be resolved without escalation.
• Escalating to the relevant Engineering team as required, promptly following procedures and ensuring management is updated accordingly.
• Ensuring the customer and ticket is up to date at all times on incident progress.
• Maintain, troubleshoot and co-ordinate replacement of faulty hardware.
• Involved in the execution of client change requests in a timely manner as planned by Customer Account Manager, Engineering and Command Centre Manager.
• Escalation of critical issues/outages to Command Centre Manager and Customer Account Manager as per procedures.
• Provide detailed feedback to other groups on all incident resolutions, ensuring full details are entered into ticket case notes.
• Daily review and action of open cases; updating Command Centre Manager on current cases and their status as appropriate.
• To provide comprehensive handovers to peers at the end of shift.
• Attend Daily Operations and Change Review meetings as required.
• Logging cases to 3rd party vendors requesting assistance on unresolved issues.

Minimum Requirements

• Confident and Professional dealing directly with customers.
• Outgoing team player with the ability to liaise with other team members and take the lead on decision making.
• Positive and Pro Active attitude.
• Working knowledge/understanding of Microsoft products.
• Troubleshooting basic Server problems.
• Ability to work under pressure.
• Supportive and committed team player.
• Experience of using Ticket Management tools.
• Escalations are performed within the SLA timescales.
• Good commutations with customers is required throughout incident lifecycles.
• Engineering and Senior Management are kept abreast of appropriate escalations.
• Analytical skills.
• Have excellent written and verbal communication skills.
• Be organized and be able to work under pressure.
• Detailed working knowledge of a range of networking and security technologies, including:
• Cisco switches and routers
• Azure networking (vNets, Virtual WAN, HUB, VPN sites etc...) and security (NSG etc…)
• Lenovo Switches
• F5 Big-IP load balancers, Kemp LB,
• Check Point and Endpoint Servers.
• Sophos Firewalls.
• Cisco WIFI technology.i>
• Good knowledge in Bluecoat Proxy, Meraki Devices
• SD-WAN (Multi Vendor)
• RSA Server Management.
• Able to demonstrate understanding of key networking concepts, including:
• TCP/IP
• Layer 2 and layer 3 switching and routing
• Routing protocols such as BGP, EIGRP and OSPF
• Security solutions such as firewalls, IDS/IPS, VPN, and SSL Certificates
• Load balancing best practices
• Radius/NPS setup and administration.
• In-depth troubleshooting and strong analytical skills.
• Use of packet capturing technologies such as Wireshark and NetScout.
• Knowledge of platform technologies including Microsoft Windows, DHCP, DNS Unix and/or Linux.
• Ability to design, implement, and support network and security domain.
• ITIL accreditation.
• Should have good experience on IP soft, Netflow and Solarwinds tools.

Sdwan, Routing and Switching, Security