JOB DESCRIPTION
Position:
Reports To:
Date:
Network Specialist
Manager, Operations
August 2011
JOB SUMMARY
The Network Specialist’s main role is to deliver private network services to AKN's customers. Aside from the
provisioning duties, the selected candidate will also be participating in different AKN projects. Assisting in second level
support will also be a critical function of the Network Specialist.
DUTIES & RESPONSIBILITIES
Service Provisioning and Customer Care Functions
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Complete provisioning for AKN products and services
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Configure network equipment for AKN's customers to fulfill their technical requirements
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Build sound relationships with customers
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Understand supplier service offerings on both a business and technical level
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Interpret technical requirements provided in statements of work prepared by Sales Engineers
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Effectively manage customer expectations as they relate to product offerings
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Self-manage change requests during the provisioning process
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Provide status on provisioning related issues
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Practice network asset management, including maintenance of network component inventory and related
documentation and technical specifications
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Create and maintain documentation as it relates to network configuration, network mapping, processes, and
service records.
Technical Support Functions
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Provide second level technical support as required to the Customer Care Team
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Assist AKN customers to resolve technical issues related to AKN provided services
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Perform troubleshooting independently and provide effective solutions
QUALIFICATIONS / EXPERIENCE / SKILLS
Formal Education & Certification
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A degree or diploma in computer science or related field is desired
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Cisco CCNP or equivalent level of knowledge is expected
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Cisco CCNA certification or above is a requirement
Knowledge & Experience
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Minimum of 5 years of related experience, ideally in a service provider environment
Working knowledge of a range of diagnostic tools
Ability to manage and document multiple tasks
Strong customer support skills
Strong understanding of technology related to private networks, associated support systems and network
technologies
Telecom and IP services experience
Working knowledge with Windows and Linux systems
Extensive experience working with IP Networking and VPN
Clear concept of LAN switching technologies
Strong knowledge of routing protocols such as OSPF and BGP
Extensive network troubleshooting experience
Strong knowledge of Cisco, Juniper routers
Operational experience with Cisco firewall products is desired
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Advanced ability to configure Cisco routers, switches and firewalls
BEHAVIORAL COMPETENCIES
Personal Attributes
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Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on listening and questioning skills.
Strong documentation skills.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language to non-technical staff and end users.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Able to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Excellent time management and organizational skills
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Experience working in a team-oriented, collaborative environment.
WORKING CONDITIONS
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Majority of time spent in comfortable office environment
Ability to work additional hours outside of normal hours of operation as required.
Participate in on-call rotation