Network Operations Support Analyst -- San Jose, Costa Rica in San Jose, Costa Rica, CR at TTEC

Date Posted: 3/15/2018

Job Snapshot

Job Description

TTEC is seeking a Network Operations Support Analyst to join our Enterprise Services team.
Our global IT organization supports the entire TTEC enterprise that encompasses over 40,000 users across our businesses aligned in four pillars - Customer Care, Technology Services, Strategy Services, & Growth Services.
What you’ll be doing : 
Under limited direction, responsible or troubleshooting and resolution of incidents for the local area network (LAN) and/or wide area network (WAN) and core security infrastructure within a multi data center 24/7 operation.  Provides technical support to various departments and users with regards to the LAN/WAN and supporting security environment.  Serves as a liaison with vendors and other third party providers. Operates under minimal supervision, with wide latitude for independent judgment.  Serves as a team leader and mentor to junior level administrators. 
Key responsibilities :

•       Responsible for troubleshooting of network security infrastructure issues using prescribed TTEC processes.

•       Coordinates with Management and Technology Managers/Engineers to resolve incidents relating to Network or Security Infrastructure platforms.

•       Troubleshoot the configuration of firewall security appliances (Cisco ASA, Check Point, Crossbeam, Bluecoat)

•       Troubleshoot firewall and proxy administration

•       Troubleshooting knowledge of Voice Over IP; experience with Cisco and Avaya VOIP Products

•       Troubleshooting networks (TCP/IP and packet analysis)

•       Create KB documentation for use by other Network resources.

•       Conducts trainings and mentoring sessions.  Provides the highest level of support to the technical operations groups and junior level engineers.

•       Acts as a liaison with vendors and third-party providers.

•       Capable of solving complex technical issues and communicating status to Customers.

•       Flexible person with the ability to manage stressful situations and adapt to rapidly changing environments and requirements.

•       Ability to thrive in a fast paced, multi-cultural, customer-oriented environment.

•       Ability to work days, evenings, and weekends as required; 24x7 support.

•       Exceptional documentation and communication skills.

•       Other duties as assigned by management

•       On call rotation participation required
Preferred Skills

•       Troubleshooting knowledge skills of Cisco’s Switching (6500, 4500, 3700, 3500, 2900), Routing (3800, 2800, 3900, ASR), Wireless (WAPs, WIPs, WLCs, Prime) and Security (5520, 5510, 5505, IDS) products.

•       Troubleshooting knowledge of Security Platforms and technologies to include Cisco ASA’s, Checkpoint, Palo Alto, Internet filtering (Cisco WSA’s), IDS/IPS, VPN

•        Troubleshooting knowledge skills of HP Switching (5800, 5500, 7500) products.

•        Troubleshooting knowledge of Voice Over IP; experience with Cisco and Avaya VOIP Products.

•        Troubleshooting knowledge of IP Routing, Quality of Service technologies with demonstrated implementation in a large enterprise organization.

•        Troubleshooting knowledge of F5 BIG-IP in a large enterprise organization.

•       Troubleshooting knowledge of Proxy

•       Troubleshooting knowledge of Site to Site VPN

•       Experience with web-filtering/security appliances (Bluecoat and Cisco ASA both deployed)

•       Experience with security management solutions

•       Solid understanding of network topologies / design : routing, switching, and MPLS/VPLS

•       Knowledge in LANs/WAN technology, Internet technology, experience in routing and network protocols (especially TCP/IP)

•       Strong ability to produce technical documentation 

•       Minimum 3 years of experience

•       Cisco certifications :  CCNP, CCSP or equivalent knowledge

•       BA/BS in a computer related field, related certification, or equivalent experience
Who We Are :
TeleTech is a pioneer in customer experience, engagement and growth solutions. Our 40,000 employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels.   We utilize a holistic approach, applying solutions from our four customer experience segments—Consulting, Technology, Care and Growth—to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.
Our Enterprise Services organization is the machine behind our market-facing product and solution areas, enabling each of our segments to deliver for our clients.  Whether Information Technology, Finance, Accounting, Tax or Treasury, Supply Chain or Legal, or one of our Human Capital team members, we help to guide and simplify TeleTech’s business processes and operations.
Lead Everyday w Do the Right Thing w Reach for Amazing w Seek First to Understand w Act as One w Live life Passionately
Notice to external Recruiters and Recruitment Agencies : TeleTech does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TeleTech, and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TeleTech.