Your responsibilities include: Provide 2nd and 3rd Tier consultation/troubleshooting to debug broad, complex unique network topologies with mixed media protocols to customers switching/routing products, SD-Access / Catalyst Center, SDWAN etc. You will work as part of a collaborative cross-functional team to provide support to customers during critical network issues as well as managing a case load of criticality issues. You drive customer satisfaction and strive for total customer success. You identify, document and resolve issues reported by our customers. You solve problems of diverse scope and complexity where the problem analysis requires further evaluation of various factors and correlation of data. Provide systems/product training to customers, and contributing towards building a knowledge base for customer support and internal partners Interacts across other High Touch Technical Services teams and development teams at peer level. You lead problem resolution efforts with internal stakeholders including: HTOM, HTE, TAC and product engineering. Required Skills and Experience: Canadian Citizenship with ability to obtain a Canadian Government Security Clearance Professional or Expert Level network certification (CCNP, CCIE) or equivalent technical/networking knowledge is preferred. Live in Ottawa, Canada or willing to re-locate Authoritative knowledge of Network and related technology. In-depth experience configuring and supporting network protocols like IPv4/v6, EIGRP, IS-IS, OSPF, BGP, MPLS, L3VPN, Segment routing, etc. Must have knowledge of Strong knowledge of Cisco Routers like ISR2900/3900/4400, 7200, 7600, ASR1K / 9k, CRS and Switches like Cisco 2900, 3600. 3750,3650, 3850, 4500 & 6500 series Strong knowledge layer 2 technologies like VTP, STP, MST, RSTP+, Trunking, VLANs, Layer 3 Switches, Logical Ether Channels etc. Solid Understanding of IOS Features and Services HSRP, NAT, SNMP, SYSLOG, NTP, PTP, DHCP, CDP, TFTP and FTP Management, Netflow etc. Experience in preparing, planning, and designing, implementing and optimizing LAN/WAN solutions and a broader understanding of LAN/WAN Architecture. Traffic management for example queuing, policing, shaping Routing Protocols and features for example OSPF, ISIS, MBGP, IBGP, PBR, BFD Multicast protocols for example PIM, IGMP, RP, BSR Very good understanding and experience on Linux/Unix (Ubuntu/RHEL/CentOS). Understanding and troubleshooting knowledge for applications such as postgres/mongodb/redis/kafka/elasticsearch etc. Working knowledge in yang models, configuration management, and operational models. Problem-solving & troubleshooting methodology Strong communication skills - facilitation / conflict management Ability to think and operate independently in a highly collaborative working environment, especially when working remotely and with remote colleagues Desired skills: Proficiency in English and French Previous experience with incident management, reactive support, operations or troubleshooting complex technical problems is an advantage Knowledge of designing dynamic large-scale, multi-tenant, distributed systems using Java/Cloud (AWS, Azure) environments Working knowledge in yang models, configuration management, and operational models Troubleshooting Java related application issues Understanding of Campus Architectures, Software Defined Networking (SDN) & Network Function Virtualization (NFV) Experience in Security ISE, Trustsec and Wireless networking Demonstrated Domain Expertise in one or more of products and technologies such as Cisco cEDGE and vEDGE product portfolio Knowledge of Ciscos SDWAN technologies and how to successfully configure these devices to implement various forms viz Controller deployment, Edge router deployment A team player focused on customer success BS in a technical field (CS/EE preferred) or equivalent with 8+ years of relevant experience Please be advised: 1. Applicants must have the legal right to work in Canada. 2. Kindly submit your resume in MS Word format upon application for this position.
