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Job Description:
As part of the team, you will join a team of 30-Tier 3 Customer Support Engineers. These engineers specialize in one or more core technologies while understanding the foundations of network products, protocols, and effective methodologies. As a member of this team, you will be part of a collaborative team to provide support during critical network issues as well as leading a caseload of lower critical issues, specifically with ISE.
Day to Day Responsibilities:
The successful High Touch Technical Services Engineer will effectively assess the customer's situation and help develop an action plan that will result in a resolution. This is an operations role, not a design/architecture role. This is heavy interaction with their federal customers and troubleshooting the issues, via phone, chat, email. This role is NOT a help desk role. This person will be doing higher level troubleshooting that requires the SME to be very technical, working with multi-vendor, integrated solutions.
Engineers can sit anywhere in the US, but will need to provide support during 2nd and 3rd shift (EST):
2nd Shift: 5pm-1am EST
3rd Shift: 12:30am-8:30am EST
- 50% of the day (4 hrs) will be spent taking customer calls for support that fall within the network monitoring space. This will be operational and reactive. As cases come in, this person will work them to resolution according to priority level.
- 50% of the day (4 hrs) will be spent working backlogs (cases that have accumulated and need to be resolved). This may involve working with other engineers and/or in the virtual lab to reverse-engineer the customer's issue to derive troubleshooting steps for resolution.
Top Skills' Details
- Experience with ISE and the technologies that go with it.
- Protocol Experience with 802.1x, TACACS, and RADIUS: configuring settings within protocols.
- Experience with Cisco Wireless LAN Controller (WLC): configuring settings within controllers.
- IOS Switches.
- Extensive experience with firewalls: configure, maintain, and operate the firewall features, connectivity and device management, access control features, network integration features, Virtualization and High Availability Features.
- VPN Experience: site-to-site VPN, remote access VPN, configure and troubleshoot, understand encryption and use within security.
Nice to have:
- Cisco Secure Network Analytics/Stealthwatch.
- Cisco Certs- CCNP.
ISE takes care of and supports BYOD. When you bring a new device on, ISE installs everything you need prior to access. This person should be able to set that up and troubleshoot if something is no longer working.
The protocols ISE uses (RADIUS), IEEE 802.1x, and TACACS) have to be configured not within ISE but within the actual protocol settings. This is the same with WLC's. Also helpful to know how to do and interpret packet captures-set up Wireshark on a network and be able to configure 802.1x authentication on the wireless controller.
Example of client issue: problem is on the client's computer-engineer needs to know how to go into settings on WLC, determine if there is a firewall blocking traffic, or check the ISE configuration. Due to this, it will be helpful for someone to understand basic networking and routing and switching. Understanding network access devices (switches) will also be helpful. Having CCNA level knowledge with more emphasis on switching side-also helpful. This engineer needs to have experience working with complex networks with complex designs that require Tier 3 configuration and troubleshooting support of ISE, WLC, and 802.1x protocol.
Example ISE configuration:
- Configure and deploy client provisioning services.
- Configure authorization policies.
- Configure posture policies.
- Configure Windows Server Update Service (WSUS) remediation.
Skills:
- ISE
- Security
- Stealthwatch
- Cisco Secure Network Analytics
- SNA
- SIEM
Top Skills Details:
- ISE
- Security
Additional Skills & Qualifications:
This person needs to be a self-starter who does not require hand-holding. They need to be able to figure things out quickly. Great customer service skills, communication, written and verbal, collaboration and work independently. Must be very outgoing and team-oriented.
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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