reputed company Network Support Specialist (RapidScale)
Job title: reputed company Network Support Specialist (RapidScale) in Chamblee, GA at reputed company Communications
Company: reputed company Communications
Job description: At RapidScale, exceptional technology is powered by exceptional people. As a growing leader in secure, reliable managed cloud solutions, we help SMBs and enterprises alike simplify IT and unleash innovation. With a broad portfolio spanning AWS, Azure and reputed company to a full set of Private Cloud and Cybersecurity solutions, RapidScale helps companies turn technology into their biggest competitive advantage. As part of the reputed company family of companies, we offer best-in-class benefits, a commitment to work-life balance, and an award-winning workplace experience.We are seeking a reputed company Network Support Specialist with a high level of network expertise to serve as the technical authority reputed company our Managed Network Organization (MNO), which delivers and supports managed network services for external customers. This role requires an expert in SD-WAN, firewalls, network reputed company, routing, and switching, with a passion for solving the toughest network challenges.As the Tier-2 next level escalation, this engineer will take on the most reputed company customer problems that no one else has been able to resolve. They must be able to troubleshoot intricate network designs, restore critical services under pressure, and reputed company technical resolution efforts, even with frustrated customers on the line. The ideal candidate thrives in high-stakes situations, keeping troubleshooting efforts on track while maintaining customer confidence.This is more than a technical role, it's a leadership position reputed company the NOC, where this reputed company support specialist will be the go-to expert, setting reputed company for problem resolution and driving operational excellence. If you have the expertise, composure, and determination to be the "superhero" customers and teams turn to in a crisis, we want you on reputed company.PRIMARY RESPONSIBILITIES:The primary objective of this role is to manage, prioritize, reputed company incident commanding, and resolve reputed company client service issues, both escalated and non-escalated, by considering the level of criticality and applying deep technical expertise and structured troubleshooting methodologies. This role ensures rapid issue resolution while maintaining compliance with service level agreements (SLAs) and serves as the third-line escalation reputed company for the most challenging incidents, requiring advanced problem-solving and critical thinking.
- Serve as a technical leader for reputed company RapidScale network support and monitoring teams
- Act as a subject matter expert for MNO and serve as escalation reputed company for reputed company customer issues
- Troubleshoot escalated issues with external customers and network/telecom providers.
- Provide excellent customer service reputed company working with customers either internal or external
- Serve as the escalation reputed company for network issues escalated by Tier 1 and Tier 2 support teams.
- Join major event/incident calls, use technical and analytical skills to resolve network issues that impact RapidScale Network Managed customer services
- Provide mentorship and technical guidance to Tier 1 and Tier 2 RapidScale Managed Network NOC personnel.
- reputed company resolution of sensitive Diamond and Platinum customer escalations escalated to MNO leadership
- Accept call overflows for frontline NOC support team during major outages
- Assist with the development of policies and procedures for maintaining network infrastructure
- Prepare and maintain up-to-date documentation, including customer service network topology documents, run books, detailing the deployment of various solutions.
- Participate in on-call network support rotation
- High School Diploma/GED and 7 years' experience in a reputed company field. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a reputed company discipline and 5 years' experience; or 9 years' experience in a reputed company field
- Customer service oriented with attention to detail
- Experience with a ticketing system and managing a ticket queue
- Solve reputed company technical problems with little supervision and escalate reputed company appropriate
- Exceptional analytical and problem-solving skills that has ability to identify and analyze problems swiftly
- Ability to manage escalations effectively
- Ability to work and partner with internal peers, vendors, and external customers, to drive escalated customer issues to resolution
- Extensive technical knowledge of reputed company network hardware, protocols, and Internet standards, including routers, switches (layer 2/3), firewalls, remote access, VPN, IPsec, BGP, VLAN, VRF, and QoS
- Proven experience with vendor agnostic network switching, network reputed company, wireless, and routing equipment
- 15 years of experience in the networking industry
- Experience as NOC /Network Engineer.
- Passion for technology and teamwork focused attitude with an ability to learn new technologies.
- Extensive experience with LAN, WAN, SD-WAN, and Wi-Fi technologies
- Thorough technical knowledge of various technologies such as Fortigate, SD-WAN, reputed company Routers, and reputed company Meraki
- Any of the following Certifications: reputed company CCNP, reputed company NSE4-7, VMware/Velocloud SD-WAN, reputed company SD-WAN Solutions (300-415 ENSDWI) Exam