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Brennan. Where true performance thrives. 

At Brennan, we believe that how technology is delivered is every bit as important as what the technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests. 

It’s a claim backed by our True Performance System – a way of working engineered to get us closer, and deliver better, for our customers and their actual experience of technology.
 
Why join Brennan 
True performance for our customers starts with a true belief in our people. 
It’s why we’ve structured our business to help our teams, and their talents, shine bright. It's why we’ve created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And it’s why we’ve built an organization where real innovation makes a genuine impact and generates true rewards for our team members. 

True rewards

In addition to competitive remuneration, Brennan offers extensive benefits, including:   

• Training and certification bonuses 
• Culture Awards that recognize excellence 
• Brennan Daredevils – our annual, all-expenses paid trip awarded to our top performers and outstanding contributors 
• Vibrant, fun social activities 
• Discounted hardware and software 
• An environment that embraces learning and development   

The Role:

To provide L3 level technical support to Brennan Voice and Data clients, Brennan IT engineers and staff. To coordinate, collaborate and escalate incidents within established timelines, Carriers and Suppliers. To ensure all contracted levels of performance are achieved and SLA’s as agreed are met. Will be responsible for continuously improving the Efficiency and Excellence of Service Delivery as measured by Client Satisfaction ratings.

Role Responsibilities:    

• Troubleshoot complex customer network issues (LAN & WAN) and provide corrective actions to restore the customer services
• Troubleshoot and resolve complex WAN issues in coordination with carriers & suppliers
• Act as the technical escalation point of contact for Level 2 engineers and all other internal and external issues regarding Brennan Voice and Data services
• Responsible for improving performance for the customer network, devices and services
• Responsible for cross functional coordination to resolve internal and customer related issues
• Maintaining internal and customer communication during the ticket resolution
• Escalating issues to the next level as per define procedures
• Responsible for documentation of customer network and updating internal knowledge database
• Execute project tasks, including but not limited to gathering customer technical requirement, configuring router, switches, firewalls and other associated network devices if any.
• Creation of MOP/SOP and responsible for change management
• Assist is creation of Root Cause analysis (RCA)
• Adherence and compliance to the defined processes and tasks assigned
• Training and Mentoring Level 1 network engineers and other staff as necessary

Key Competencies and Qualifications Required:

• 12 to 15 yrs. of experience in technical network support role, preferably in Managed Services or Telecom provider environment.
• Strong industry based technical aptitude (e.g.TCP/IP and Application layer protocols)
• Good troubleshooting experience on multiple networking platforms and technologies (Cisco, Huawei, Juniper, Fortinet etc.)
• Good knowledge and troubleshooting experience on DSL, ISDN, Ethernet, IP, 3G/4G/5G and networking protocols (eg. SNMP, DHCP, DNS, HSRP, Routing protocols like EIGRP, OSPF, BGP etc. and switching protocols like VLAN, Trunking, Dot1x, VTP, STP etc.)
• Good knowledge on GRE, IPSEC VPN’s, SSL VPN’s, NAT/PAT
• Good knowledge/hands-on on MPLS, QOS, Service Provider Routing (advanced BGP) and other advanced network technologies.
• Hands on experience on Cisco Viptela SDWAN, ACI, DNAC, ISE, ASR
• Hands on SDWAN, DMVPN, Fortinet ADVPN will be an added advantage.
• JNCIA-Junos certification
• Fortinet NSE 4 and above certification.
• CCIE (Written) or equivalent in Routing & Switching or Security
• Configure and support Virtual Firewalls & Next-Generation Firewalls, and secure virtual network infrastructure using VPCs, vSwitches
• Configure and support Network Security Groups & Application Security Groups (ASGs)
• Configure and maintain IPsec VPN tunnels, including IKEv2, ESP, and security association (SA) management
• Good knowledge on network security (Cisco ASA, Juniper Netscreen, Sophos, Fortinet) and wireless technology (Cisco Meraki, HP Aruba Ubiquity) etc.
• Good knowledge on network monitoring tools like Nagios, Cacti, Manage Engine, etc.  

Brennan is an equal opportunity employer.

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