Networking Managed Services Engineer (L3)
Minimum Requirements:
Academic Qualifications and Certifications:
- Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
- CCNP or equivalent certification.
- Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role).
Required Experience:
- Seasoned experience required in Engineering functions within a medium to large ICT organization.
- Seasoned experience in Managed Services.
- Seasoned working knowledge of ITIL processes.
- Seasoned experience working with vendors and/or 3rd parties.
Job Description - Knowledge and Attributes:
- Ability to communicate and work across different cultures and social groups.
- Ability to plan activities and projects well in advance, and considers possible changing circumstances.
- Ability to maintain a positive outlook at work.
- Ability to work well in a pressurized environment.
- Ability to work hard and put in longer hours when it is necessary.
- Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
- Ability to adapt to changing circumstances.
- Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.
- Additional skills proficiency such as (but not limited to)
Pulse Secure SSL VPN / Virtual Juniper, Palo Alto, Fortinet Firewalls / Cisco Nexus switches, ASR and ISR routers / Cisco ACS, ISE / Meraki switches and access points / Enterprise network architecture / Common routing protocols: BGP, OSPF, EIGRP / Network address translation / Configuring, monitoring and troubleshooting uplinks to ISPs for DIA, MPLS and P2P circuits / Familiarity with common network management and monitoring tools such as SecureCRT, Logic Monitor.
Responsibilities:
- Ensures that assigned infrastructure at the client site is configured, installed, tested, and operational
- Performs necessary checks, applies monitoring tools, and responds to alerts.
- Identifies problems and errors before or when it occurs and logs all such incidents promptly with the required level of detail.
- Assists in analyzing, assigning, and escalating support calls.
- Investigate third-line support calls assigned and identify the root cause of incidents and problems
- Reports and escalates issues to 3rd party vendors if necessary.
- Provides onsite technical support to clients and provide field engineering services to clients.
- Conducts a monthly random review of incidents and service requests, and analyzes and recommends improvement in quality.
- Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by the company.
- Proactively identifies opportunities for work optimization including opportunities for automation of work.
- May manage and implement projects within the technology domain, delivering effectively and promptly per client agreed-upon requirements and timelines.
- May work on implementing and delivering Disaster Recovery functions and tests.
- Performs any other related task as required.
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