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I2w45w6y5pr06218f2p

Tier 1 Network Engineer

Insight Global Morrisville Contractor
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  • Monitor customer route/switch network for alarms via Management Application Platform (MAP)
  • Triage initial alarms and assign the incident to the appropriate priority and queue
  • Receive calls and tickets from Customer helpdesk
  • Validate accurate/complete incident information from end customer
  • Initial Troubleshooting with First Call Resolution (FCR) > 50%
  • Assist Tier 1 engineers with difficult calls and Incidents
  • Assign complex incidents to Level 2 within defined Service Levels
  • Conduct post QA verification for resolved voice issues then close out incidents
  • Refer non-Data related incidents back to Customer Service Desk or to the appropriate support team
  • Follow the defined communication procedures for the incident updates
  • Strictly adhere to defined processes for meaningful ticket updates and correct notes

  • worked in a NOC environment (or strong CCENT/CCNA book knowledge)
  • Cisco Network Support
  • routers
  • switches
  • LAN
  • WAN


  • CCNA

Recommended skills

Wide Area Networks
Customer Service
Alarm Devices
Circuit Switches
Network Switches
Cisco Certified Entry Networking Technician
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Job ID: RAL-329992

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