Network Professional

• 1st level escalation point for Network Analysts
• Approve scripting changes
• Manage and assign daily workflow of all incidents for all queues
• Mentoring and training Network Analysts
• Provide internal escalation duties including reporting on major outages, RFO reports, ensure escalated calls are handled appropriately with feedback to the client
• Participate in trouble shooting of escalated issues
• Network Professionals will be assigned dedicated customers that they are responsible for - this is not handling all incidents but rather ensure the incidents are handled effectively and within SLAs
• Network Professionals will meet regularly with their assigned customers
• Be responsible for ensuring highest level of support for dedicated clients
• Ensure in depth knowledge of internal systems and procedures as well as customer procedures, networks, systems, applications, etc. is transferred to Network Analysts via documentation, training and mentoring.
• Be available to work dedicated Monday to Friday day shifts covering 7 AM to 9 PM
• Participate in a rotating Escalation Process for Network Analysts
• Work overtime as required
• Collaborate with Network Specialists (Professional Services team) to create optimal network design topologies and configurations.
• Install, configure, test, maintain, monitor, and troubleshoot networked peripheral devices and networking hardware and software products.
• Maintain security solutions, including firewall, and VPN and intrusion detection prevention systems.
• Maintain all network hardware and equipment, including firewalls, routers, switches, hubs, etc.
• Participate with vendors and carriers during problem analysis/resolution as required.
• Monitor and test network performance and provide network performance statistics and reports.
• Respond to incidents as required, SNMP alarms and e-mails regarding customer network issues, customer change requests, etc.
• Perform on-site analysis, diagnosis, and resolution of complex network problems for a variety of clients, and recommend and implement corrective hardware and software solutions, including off-site repair.
• Recommend, schedule, and perform network improvements, upgrades, and repairs.
• Support development and implementation of networking projects and new technology installations.
• Conduct research on network products, services, protocols, and standards in support of network procurement and development efforts.
• Practice network asset management, including maintenance of network component inventory.
• Prepare, maintain, and adhere to procedures for logging, reporting, and statistically monitoring network data.
• Prepare and ensure accuracy of documentation, procedures, manuals, and check lists.
• Aid in development of business continuity and disaster recovery plans and maintain current knowledge of plan executables. Respond to emergency network outages in accordance with business continuity and disaster recovery plans.
• Understanding of the organization's goals and objectives.

• College diploma or university degree in the field of computer science and/or 5 years equivalent work experience.
• Certifications with Cisco or Fortinet (CCNA/NSE 4 minimum requirement, CCNP/ NSE 7 preferred).
• WAN technologies such as MPLS, TLS and point to point
• Working knowledge of Active Directory, DNS, DHCP and WINS
• Working technical knowledge of network and PC operating systems.
• Working technical knowledge with Cisco products such as switches (IOS-based)
• Working technical knowledge with firewalls, SSL solutions
• Working technical knowledge of current network hardware, protocols, and standards.
• Working with Local and Wide Area Networking Technologies.
• Understanding of the organization's goals and objectives.

Rogers Communications