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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.
