Network Associate

The Data Network Technician Associate in Network provides an intermediate level of complex technical service support on major incidents in the global Information Technology (IT) Data Network.

Knowledge and Skills Requirements:

Solid technical skills related to infrastructure technologies including but not limited to Cisco Local Area Networks (LAN) and Wide Area network (WAN) routers, Cisco switches, Wi-Fi, Riverbed WAN Optimization, Switching and Routing.

Possesses a solid working knowledge of the Information Technology Infrastructure Library (ITIL) to recognize appropriate aspects in the Incident, Problem, Change and Availability processes as it related to Data Network activities and workflows.

Maintains a comprehensive knowledge of IT end - to- end processes and operating environment to support proper recognition of issues or to recognize and position improvement opportunities as a way to properly support the mandate of the role in technical support

Manifests the highest communication skills to adapt communication style to the style of others, developing rapport and staying calm under pressure and to build and maintain strong relationships across all levels of a matrixed, geographically dispersed organization using advanced oral and written English communication skills.

Manifests a strong analytical and problem solving ability to escalate and negotiate complex and conflicting issues in IT technical investigations, handle multiple and shifting priorities in a timely fashion across a broad spectrum of operating environments and to drive solutions that are both financially sound and operationally feasible.

Advanced knowledge of the Service Now system or similar ticketing tools to record incidents and remediation as well as guide others (as needed) in features and functions.

Strictly adhere to Change, Incident and problem management process.