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- Resolve network related issues via the Service Desk ticketing system.
- Curate and assign tickets to network operations team and provide guidance where needed to resolve network related issues.
- Assign tickets and alerts are addressed and updated in a timely manner with substantive and/or actionable notes
- Manage internal escalations and escalation bridges, coordinating with network and cross-team personnel to resolve critical and complex issues
- Coordinate group troubleshooting sessions with other IT team members in support of network connectivity issues involving other IT towers - Server, Applications, Voice, etc.
- Provide tier 3 technical escalation support to operations team members
- Drive operations initiatives and project work, such as tool optimization, vulnerability management, configuration audit and cleanup, documentation & SOP development, etc.
- Ensure network monitoring tools such as Solar Winds are updated with proper alerting and monitoring of network devices.
- Participate in continuous improvement planning to maintain and reduce MTTR/MTTD
- Identify and recommend process improvements and automation targets to management and automation teams
- Participate in Problem Management, post-mortems, root cause analysis and accelerate/advance the resolution of incidents impacting the Critical Production Environment & pro-longing escalations.
- Strong vendor management experience is desired in escalating TAC cases and Internet outages with the Internet Service Provider.
- Willingness to work flexible hours including weekends and holiday coverage for operational needs. Job Requirements Details: We're looking for a diversely skilled, experienced network security engineer with these qualifications:
- Bachelor's Degree in related technology field or equivalent certification and/or experience
- 3-5+ years of hands-on network and security experience
- Candidate should have deep-level troubleshooting experience with quick turnaround time to resolution.
Network Engineer - Jaguariúna, Brasil - Stefanini
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Job Responsibilities: