DNOC Network Engineer

Deloitte & Touche USA LLP is the U.S. member firm of Deloitte Touche Tohmatsu and services are provided by its subsidiaries, including Deloitte & Touche LLP, Deloitte Consulting LLP, Deloitte Financial Advisory Services LLP and Deloitte Tax LLP. Deloitte & Touche USA LLP’s subsidiaries are among the nation’s leading professional services firms, providing audit, tax, consulting, and financial advisory services through nearly 30,000 people in more than 80 cities. Known as employers of choice for innovative human resources programs, they are dedicated to helping their clients and people excel.Summary Description:
The Network Engineer within the Deloitte National Operations Center (DNOC) will provide centralized monitoring and problem ownership of networks and infrastructure systems.  This includes identifying, troubleshooting and resolving network failures and performance degradations.  The Engineer will work in conjunction with other DNOC Engineers to isolate and determine the source and root
cause of system and network problems.  The position will either take corrective actions or contact the authorized engineering team to restore services
 
Scope:
Routers, Circuits, Switches, WAPs, Internet access, Dedicated T1s, External DNS, Aventail, Client Connectivity, DHCP, Cyclades, Access Manager, Radius Authentication, Firewall, WEB Proxy, ATM, Frame Relay, LAN
 
Schedule:
Coverage within the DNOC will be 7 days a week at 12 hours per day.  This role will include a minimum of 2 Analysts during each shift Monday through Friday and either rotation or permanent assignments to cover 1 shift each on Saturday and Sunday.
 
Duties and Responsibilities:
- Monitoring  Networks (WAN, LAN, Connectivity) and Systems for normal operation to minimize or avoid business impacting outages or disruptions
- Proactively monitor service desk queue(s) for incidents/problems
- Own incidents and problems through final resolution
- Escalate reported outages to appropriate
management teams
- Maintain communication with Console Operations team and Duty Managers regarding incidents/problems
- Participate in Technical Assistance Calls (TAC) as required
- Drive actions to maintain optimum performance of applications and systems
- Initiate and lead Triage Calls  with other support channels not physically located in the DNOC to achieve prompt incident and problem resolution
- Utilize and operate specialized tools to monitor and/or resolve incidents/problems (TEC, NetView, Alterpoint, CiscoWorks, etc…)
- Work with 3rd party vendors as needed for timely incident/problem resolution
- Procedure documentation and cross-training of other DNOC members
- Available for on-call rotation after-hours to collaborate with India DNOCPrimary Qualifications:
- Bachelor's degree in Computer Science, Business Information or similar or associated undergraduate program.
- 2-4 years of technical support experience in a
geographically distributed company.
- Strong problem solving skills with proven ability to influence and negotiate outside of a reporting relationship
- Ability to effectively manage, negotiate with and yield cooperation to all resources of a support environment.
- Superior oral and written communication skills, including technical writing
- Creativity and proven ability to navigate successfully through complex issues and un-chartered situations. Out of the box thinking with mature analytical skills are a must.
- Proven administration experience in some or all of the following: Routers, Circuits, Switches, WAPs, Internet access, Dedicated T1s, External DNS, Aventail, Client Connectivity, DHCP, Cyclades, Access Manager, Radius Authentication, Firewall, WEB Proxy, ATM, Frame Relay, LAN
- A strong understanding of the technical interdependencies between networks, applications and operating systems
- Sufficient interpersonal and social engineering skills to
negotiate, and resolve questions around ownership of a problem.
- The ability to view incidents and problems from the customer perspective, representing the customer when other teams are not driving toward a solution or when questions of incident ownership are not resolved.
- A broad and real understanding of the revenue impact caused by extended delays in incident resolution
- A proactive service attitude that can look beyond a strict process/priority matrix.
- Strong organizational skills and ability to multitask under pressureDeloitte & Touche USA LLP and its subsidiaries ("the Deloitte US Firms") are equal opportunity employers.Deloitte refers to one or more of Deloitte Touche Tohmatsu, a Swiss Verein, its member firms and their respective subsidiaries and affiliates. As a Swiss Verein (association), neither Deloitte Touche Tohmatsu nor any of its member firms has any liability for each other’s acts or omissions. Each of the member firms is a separate
and independent legal entity operating under the names “Deloitte,” “Deloitte & Touche,” “Deloitte Touche Tohmatsu,” or other related names. Services are provided by the member firms or their subsidiaries or affiliates and not by the Deloitte Touche Tohmatsu Verein.
Deloitte & Touche USA LLP is the U.S. member firm of Deloitte Touche Tohmatsu. In the U.S., services are provided by the subsidiaries of Deloitte & Touche USA LLP (Deloitte & Touche LLP, Deloitte Consulting LLP, Deloitte Financial Advisory Services LLP, Deloitte Tax LLP and their subsidiaries), and not by Deloitte & Touche USA LLP.
REQUIREMENTS
Please see Job Description