Administrator Network Support

Network Support Administrator:
Goal of the department: To monitor and provide 1st and 2nd line support on 24/7/365 basis for Client International Wholesale and Retail Wide Area and Local Area Networks including PBX alerting, within Europe, Americas and Asia PAC.

Minimum certification CCNA and willing to reach the CCNP level.

Activities:
- Monitor Global Network 24/7 - On site 07.00 - 20.00.
- Act as first line telephone support for all network related incidents WAN, LAN, PBX.
- Voice will be 1st line monitoring reporting of critical events and call handling to PBX vendors or local RI staff.
- Call handling from Rabobank International offices reporting network issues.
- Call escalation to RI ITI Support teams.
- Manage circuit outages with carriers for fault rectification/RFO management.
- Managing hardware outages and issues with suppliers.
- Organizing RMA, assist with fix and repair with remote engineers.
- Managing schedule carrier maintenance.
- 2nd line troubleshooting of WAN and to take action when erroring circuits occur.
- Routing (OSPF, BGP).
- Performance - erroring circuits, bandwidth, queuing.
- QOS queues management and conformance to traffic contracts.
- Liaising with RI and Vendors when changes take place.
- 2nd Line troubleshooting of LAN (selected offices and business units only).
- Undertake and implement changes on WAN and LAN (Selected offices and business units) as instructed by RI.
- Assist with circuit upgrades and office relocations.
- Upgrade IOS in line with Rabobank OS standards (minimum once per year per WAN device).
- Ensure RI configuration standards maintained.
- Network will be co-managed with CCSI Telecoms and local offices where skills exist.
- All planned changes will be initiated by RI, this could be through CCSI Telecoms or from regional location.
- Changes can be undertaken by CCSI, RI ITI, by the support company when instructed or shared between RI and Support company.
- The support company will work to an SLA to underpin CCSI OLA agreements with the business (RI Business) where they exist.
- Support company to monitor the Client network using network management tooling. HP-NNMi V9 including SPIs, Netflow Tracker, CMDB
- All network and system accounts will be administered by RI.
- Suggested resilient Internet VPN connectivity from support company through to Rabobank via Rabobank managed Firewalls to gain access to RI.
- Use of RI ticketing system (Assyst) - connection between RI and Support vendor may be possible at least through email.
- Daily report on overnights status.
- Monthly reporting of carrier outages and maintenance.
- Monthly reporting of changes and activities.
- Phased approach to implementation - initial phase is to Monitor and Manage Americas network and EU networks, second phase Asia PAC.

The network is comprised of approx.
- 50 countries
- 250 offices (ranging from 10 users to 4000)
- 1500 network devices.
- 400 network circuits (mainly metro Ethernet interfaces, E1, DS3)
- 6 MPLS networks (KPN, Verizon, NTT, Quest, RTM, Telefonica) some are outsourced
- 5 VRFs across MPLS networks
- 30 leased lines (Various Carriers)
- 30 site to site Internet VPN (juniper)

Minimum certification CCNA and willing to reach the CCNP level.