L3 Network Support Expert

2 weeks ago

القاهرة, Egypt Orange Business Full time

**Votre rôle**:
**Key Responsibilities**:
**Customer-Specific Network Support**:

- Provide dedicated L3 support for a single key customer, focusing on network-related technologies.
- Act as the technical escalation point for complex network incidents and service-impacting issues specific to the customer.
- Directly engage with the customer’s vendors to ensure fault resolution within defined SLAs.

**Release Validation and Vendor Coordination**:

- Act as the engineering point of contact for validating new network-related software and firmware releases for the customer’s network devices, ensuring compatibility and production readiness.
- Perform release testing and escalation follow-ups with vendors, ensuring releases meet customer-specific network requirements and do not impact critical services.

**Network Troubleshooting and Diagnostics**:

- Provide expert-level troubleshooting for issues related to the WAN, routing, and switching infrastructure.
- Perform advanced diagnostics, including analyzing logs and packet traces, to identify and resolve network problems.

**On-Call Support**:

- Provide on-call support during critical network incidents, ensuring quick resolution and mínimal impact on the customer’s operations.
- Be available for escalations and urgent support requests during off-hours and weekends, as per the on-call rotation schedule.

**Knowledge Base Management**:

- Access and maintain the **SNOW KCS module** for knowledge base (KB) management, ensuring accurate and up-to-date documentation for troubleshooting, best practices, and known issues across the network environment.
- Contribute to the creation and refinement of knowledge articles related to the customer’s network infrastructure.

**Knowledge Sharing and Team Development**:

- Act as a technical reference for both the internal team and external stakeholders within the customer’s organization, providing advice and guidance on network issues and best practices.
- Mentor team members and collaborate with cross-functional teams to facilitate knowledge sharing and training related to network operations.

**Proactive Problem Management**:

- Resolve recurring network issues by performing root cause analysis and designing corrective action plans.
- Execute Service Improvement Plans (SIPs) for network-related tasks and ensure proactive measures are taken to prevent service disruptions.

**Escalation Management**:

- Lead technical and management escalations to ensure timely resolution of network-related tasks for the customer.
- Keep management informed about critical network issues and escalate challenges when necessary.

**General Responsibilities**:

- Perform onboarding of new network team members and facilitate smooth integration into the customer’s network environment.
- Contribute to the customer handover process, especially for specialized network processes or custom solutions.
- Align day-to-day activities with the team vision and the customer’s operational goals for the network infrastructure.
- Coordinate with the L3 Security Support to provide mutual backup for incidents requiring cross-functional expertise.

**Votre profil**:
**Skill Profile for L3 Network Engineering Support Role**:
**Fluent in English (written and spoken)**

**Technical Skills**:
**Network Technologies Expertise**:

- In-depth knowledge and hands-on experience with the following network devices and technologies:

- ** WAN** infrastructure, **Cisco Catalyst Center**, **Cisco Access Switches**, **Cisco Core Switches**:

- ** Cisco Wireless Access Points**, **Cisco Wireless LAN Controllers**:

- ** Cisco ISE (Identity Services Engine)** for Network Access Control (NAC)
- ** Cisco Routers**, **Cisco Voice Gateways**:

- ** Infoblox DNS**

**Network Troubleshooting and Diagnostics**:

- Advanced skills in troubleshooting WAN, routing, and switching issues across complex network environments.
- Proficiency in analyzing network logs, packet traces, and other diagnostic data to resolve issues effectively.

**Release Validation and Vendor Coordination**:

- Strong knowledge of network device release management and validation processes.
- Ability to test and verify network device software and firmware releases, ensuring no adverse impacts on the network.
- Experience in coordinating with vendors for escalations and follow-ups regarding network device releases.

**On-Call Support**:

- Experience with on-call support duties, providing quick resolution for critical network incidents and escalations during off-hours.

**Knowledge Management**:

- Familiarity with the **SNOW KCS module** for managing knowledge base articles related to network infrastructure.
- Ability to document troubleshooting steps, best practices, and network-specific solutions to ensure smooth operations.

**Automation and Scripting**:

- Knowledge of automation tools like Ansible, Python scripting, or similar to streamline network operations and support tasks.

**Soft Skills**:
**Customer-Focused Sup

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