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Network Security Consultant
Ref No.: 18-58694
Location: Tempe, Arizona
Position Type:Contract
Start Date: 08/14/2018
Network Security Consultant position for SVB , Location: Tempe

Rate:$55 per/h

Summary/Objective: The role of the Network Security Engineer is to respond to trouble tickets, act as the customer's point of contact for reported problems and troubleshoot problems to resolution. This will involve extensive conversations with customers and other Network Security Engineers, duplicating the reported problem in the laboratory and, using extensive IP networking and network security knowledge to resolve the problem.

Essential Functions:
  • Receive trouble cases from calls, or from the Palo Alto Networks web ticketing system, manage the case load and summarize ticket status for shift hand-off
  • Perform fault isolation steps, to include Wire Shark, flow basics and firewall status; repeat procedures as needed and, escalate to the Team Lead when appropriate
  • Use extensive knowledge of the OSI model and how data packets move in the network to troubleshoot VLAN's, use ARP tables to verify L2/L3 mapping and, MAC to IP interfaces
  • Initiate ping and trace routes, analyze TCP headers, 3 way handshakes, sequence numbers, buffer capacity
  • Work from CLI, GUI and/or CMD prompt interface to resolve customer issues

Other Functions:
  • Use MAC Tables to verify L2 switch ports, whether physical or virtual
  • Determine route prioritization for routing and switching paths within networks
  • Contribute knowledge to network equipment laboratory Palo Alto firewalls, routers, switches
  • Consult on network design issues, use putty, Secure CRT or other tools to access and fault-isolate customer networks
  • Use laboratory equipment to isolate and verify network problems; assist with new equipment installation and set up
  • Support team by working standby and various shifts as needed
  • Opens trouble tickets as needed when customers call in with technical problems

Work Environment/Physical Demands:
  • Discussing trouble-ticket activity and incidents in face-to-face meetings with team management
  • Prolonged sitting at a desk in a supportive office chair.
  • Typing incident notes, compiling reports and troubleshooting Help Desk incidents to resolution
  • Working in a call center environment and maintaining required business hours.

Required Education/Experience and Competencies:
  • BSCS degree, or equivalent, is desired
  • CCNA or equivalent required; CCNP or other certifications are desired
  • 1 - 2 years of help desk experience in a call center environment (or equivalent)
  • Knowledge of MPLS, BGP, OSPF, LSA status, Peering, start states and packet trace
  • Willingness/ability to work overtime to support customers
  • Telephone communication skills; remain empathetic and courteous while speaking to customers about frustrating, complicated IT problems
  • Good written communication skills; type updates to trouble tickets to include detailed troubleshooting comments and details; must demonstrate close attention to detail