The Tier 3 Engineers have specialized in one or more vertical technology disciplines but will also be versed in other IT service delivery technologies. The Tier 3 Engineers perform testing, analysis, and restoration of failed production services to customers and users. When new technologies and/or IT Services are added to the environment, the engineers are responsible for creating acceptance criteria and testing new service/technology supported by the CSS Service Desk. A primary function of this position is to monitor and sustain the SLAs (Service Level Agreements) as well as the growth and capacity planning aspects of the IT services. Tier 3 Engineers provide support to the Tier 2 Engineers, taking calls during high-volume times. They assist in customer service status calls and with other communication such as notifications and escalations.
Responsibilities
Resolving service-impacting events/incidents.
Escalating incidents to Operations Management/Directors.
Engaging support of the CSIRT (Computer Security Incident Response Team) when necessary.
Monitor ongoing operations and IT service infrastructure performance with applications set to anticipate IT service problems.
Teach and Mentor the Tier 2 Network Engineers
Act as subject matter expert as needed.
Interpret console messages and perform required actions.
Perform IT service problem isolation and determination.
Respond to problems that are escalated by Service Desk Tier 1 and Tier 2 Engineers.
Initiate corrective action within scope of knowledge and authority.
Assist with network troubleshooting.
Develop network capacity plans.
Implement network bypass/recovery/backup procedures as required.
Maintain knowledge of technology used, as well as new technologies that may be used in the future.
Create criteria for acceptance of IT services and/or managed elements, for proactive monitoring and management.
Validation of new IT services and/or managed elements in the IT environment.
Acceptance/ coordination of new IT services and/or managed elements in the IT infrastructure.
Use network diagnostic tools.
Use and provide input to database(s) for problem and inventory control.
Perform testing and maintenance activities as required.
Serve as the customer interface for scheduling network changes, and the coordination of the Change Management process with the customer.
Preferred Experience and Attributes
Proficient in IT infrastructure technologies:
Routers, Switches, WAN, LAN, TDM, VoIP, Telecomm, and other internetworking technologies.
Windows and UNIX based servers; Windows Server 2012 and up, Solaris, AIX.
Oracle, SQL, Lotus Notes, and other RDBMS.
Thorough understanding of TCP/IP—addressing, routing protocols and transport protocols (UDP and TCP).
Must have expert level experience configuring and managing Netrio Omnicenter.
Proficient in the use of network management tools, primarily for fault management purposes.
Complete understanding of escalation, incident management and change management processes and procedures.
Prior training in concepts of network and systems operations.
Understands network performance analysis and capacity planning best practices.
Thorough understanding of performance impact of network configuration options.
Proficient in the operation and use of management tool set including fault, configuration, performance, and security tools.
Proficient in the operation and use of sophisticated diagnostic tools (i.e. Sniffer, RMON tools, etc.).
Understanding of vendor and industry standards and procedures for their respective technical specialty.
Able to provide technical leadership to less experienced personnel either individually or as part of a team.
Possess good communication, writing, and interpersonal skills.
Working knowledge of network-based threats (various malware attack strategies, common weaknesses, virus vs. worm, DOS & DDOS theory, network attacks such as land, teardrop, Beck, Buffer Overflow, etc., back doors [back orifice, sub seven, netbus], common virus recognition).
Experience with IPDS: TrendMicro, Snort, Cisco, Dragon, NFR, Manhunt, etc.
Working knowledge of SIEM vendors, platforms and technology (McAfee ESM, CS-MARS, Q Radar, Arc-Sight, Manhunt, etc.).
Experience with configuring and interoperating with other networking technologies (security appliances and tools, proxies, gateways, etc.) desirable.
Requirements
Bachelor’s degree or equivalent work experience.
Senior level Data Center infrastructure resource that requires 5 to 7 years’ experience in a similar role. The candidate will need Data Center expertise (particularly in Cisco Nexus platforms).
Minimum of three (3) years’ experience with network administration tools, software, operating systems, and hardware components.
A minimum of three (3) to five (5) years in providing OS server administration on Windows, UNIX, or LINUX with significant exposure in internetworking technologies.
VMware Certification: VCP6+-DCV or VCP6+-CMA
Must have Arista or Arista CVP network experience, as well as Cisco experience.
Possess heavy knowledge/ experience with BGP, Routing and Switching
Python and Ansible would be considered
Cisco CCIE DC or equivalent experience