Requirements
Technical + Junior management role
Role and responsibilities
o This includes but is not limited to ticket handling, resource allocation, technical advisory and resolution, etc.
o Assist the Tier 1 Engineer to resolve the technical challenges. Guide/Mentor the Tier 1 Engineer for ticket closure and our best practices.
o Undertake tickets that are beyond the capability of Tier 1 Engineer.
o Validate and reject/approve Tier 1’s MOP to ensure the contents are appropriate and address the intent.
o Undertake the patching for products that are new to the team. Empower Tier 1 Engineer with the knowledge for future undertaking.
o Devise technical propositions with validation to address highly challenged situations.
- Minimum Cisco CCNP (12 months upon onboarded) and Alcatel ACSE certified.
- Pick up new skillset for work requirements.
- Co-train the Tier 1 Engineers to align and upskill the team’s technical competency.
Technical Competency
Tier 2 must be skilled in the following:
Products Knowledge
- Cisco Routers, Cisco Catalyst Switches, Cisco Nexus Switches, Cisco ISE, Cisco wireless, Cisco Firepower, SolarWinds, Alcatel Switches, and Smart Licensing (air-gapped environment).
- I/O Modules, SSO, RPR, Sup Replacement with zero downtime, etc for the abovementioned products.
Hands-on Skillsets
Hardware Issue / Patching / Vendor Engagement
- Provide remote or physical onsite support to rectify the technical issue.
- Understand the escalation process well enough to provide timely and accurate support to the team members.
Troubleshooting Skillset
Strong troubleshooting Knowledge in:
- Strong technical competency. Able to resolve 70% of the tickets undertaken.
- VLANs (Access/Trunk/Native VLAN), Spanning tree protocols (802.1d and 802.1w).
- First Hop Redundancy Protocols (HSRP, VRRP – with and without object tracking).
- EtherChannel/Port Channel/virtual Port Channel (vPC), Port Security, Local SPAN.
- IP Routing (Static routing, OSPF, EIGRP, and BGP) for VRF and non-VRF routing.
- Tunnelling Protocols (GRE, IPSEC), IP MTU, IP MSS
- Intermediate understanding of Multicast (PIM-SM) – Able to explain the functional components of PIM-SM. Able to troubleshoot MSDP issues and devise a plan to restore the multicast flow.
- VRF-based troubleshooting for IP routing and Multicast.
- ACL, AAA, 802.1x, Radius and TACACS+.
- NTP, Syslog, local logging
- SNMPv2 & SNMPv3 – SNMP polling vs trap.
Mastery of New Technology
- Mastery of Cisco Firepower (FMC, FTD, and FDM) for Day 2 function
- Able to perform image software of Cisco FMC, FTD, and FDM (all in standalone and HA configuration). Backup and restore config. Understand and able to deploy basic firewall rules.
- Understand and able to execute license transfer for Firepower and other Cisco equipment (Understand Traditional License vs Smart Licensing – air-gapped environment (SLR, PLR))
- High-level understanding of Cisco ISE for 802.1x and AAA
- Able to infer based on technical assessment if the issue is related to network devices or Cisco ISE.
- Able to articulate the function of 802.1x and AAA in an operational or failure state. What are the workarounds if ISE’s services have misbehaved or failed
Location: Jurong East
Working Hours: Mondays to Fridays @ 9:00 am – 6:00 pm
