CCNA Network Support Specialist
Role Summary
The CCNA provides proactive first-level network support for client’s WAN, wired/wireless LAN and voice
network, assists with deployments, and monitors network health.
Key Responsibilities
• Handle first-level service requests and incidents: configuration, deployment and installation,
decommissioning, troubleshooting and preventive maintenance.
• Assist in pre- and post-implementation testing, hardware acceptance and user acceptance testing.
• Monitor network devices, services and applications using client’s monitoring tools. Prepare periodic
reports on link utilization, response time and device availability.
• Operate and analyze Cisco ACI, DNA Center and Full Stack Observability (FSO), and support incident
troubleshooting with them.
• Immediately escalate outages to ITIOD-NOU Supervisors. Coordinate with client’s departments,
telecom providers, the Service Provider PMT and the CCNP team.
• Write incident reports (outage, root cause, resolution, duration) and track incidents against SLA.
• Perform routine operations: update the ITSM ticketing system, administer monitoring tools and IP
Address Management, maintain the device inventory and network diagrams, and prepare monthly
reports.
• Perform semi-annual preventive maintenance and on-site support at Regional Offices and Branches
(up to 1,140 man-days allotted). Travel and accommodation are arranged by the company.
• Follow attendance and SLA response-time standards, and use the biometric time-recording system.
Qualifications
• Current and valid Cisco CCNA certification.
• Graduate of a 4-year IT-related degree.
• At least forty (40) hours of networking-related technical training within the last three (3) years.
• At least one (1) year of experience in first-level wired and/or wireless LAN support.
• Background in Cisco device configuration, SD-WAN, video/web conferencing, network monitoring
(e.g., WhatsUp Gold, Cisco Prime Infrastructure) and IT service management tools.
• Trained and knowledgeable in the operation of Cisco ACI, FSO and DNA Center.
• Willingness to sign an individual CNDA, follow Client’s House Rules and observe on-site health and
safety measures.