MS Engineer (L3). | IT Recruitment

Role Purpose:

  • The MS Engineer (L3) is responsible for providing a service to clients by proactively identifying and resolving technical incidents and problems. Through preemptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role will maintain a high level of service to clients. Their primary objective is to ensure zero missed service level agreement (SLA) conditions.
  • The MS Engineer (L3) is responsible for managing tickets of high complexity, conducts advanced and complicated tasks, and provides resolution to a diverse range of complex problems. This position uses considerable judgement and independent analysis within defined policies and practices. Applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions.

 

Academic Qualifications

  • Advanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)

 

Advantageous Certifications:

  • Up to date and relevant ITIL certification
  • Cisco Certified Internetwork Expert – Routing and Switching (CCIE-R/S)
  • Cisco Certified Network Professional – Wireless (CCNP-W)
  • Juniper Networks Certified Support Professional – Enterprise Routing and Switching (JNCSP-ENT)
  • JNCIA Security
  • Certified Partner SE – WAN Optimization
  • Riverbed Certified Solutions Professional – WAN Optimization (RCSP-W)
  • F5 Certified Technology Specialist Local Traffic Management (F5-CTS-LTM)
  • 301a LTM Specialist Architect Setup and Deploy Security domain
  • Cisco Certified Internetwork Expert – Security (CCIE-S)
  • Juniper Networks Certified Internet Associate – Intrusion Detection and Prevent (JNCIA-IDP)
  • Check Point Certified Security Administrator (CCSA)
  • Check Point Certified Security Administrator NG with Application Intelligence (CCSA-NG AI)
  • Check Point Certified Security Expert (CCSE)
  • Certified Partner SE – Security
  • Certified Partner SE – Web Security
  • VMware Certified Professional vSphere
  • Cisco Certified Internetwork Expert – Certification – Data Center (CCIE-DC)
  • MCSA+VCP, RHCE or equivalent
  • EMC Technology Architect, VNX Solutions Specialist Version 8.0 (EMCTA_VNX_SS_V8)
  • Blue Coat Certified Proxy SG Professional (BCCPSGP)
  • Blue Coat Certified Proxy SG Troubleshooting (BCCPSGT)
  • Cisco Certified Internetwork Expert – Voice (CCIE-V)
  • Cisco Certified Network Associate – Video (CCNA-VID)
  • ACIS – Avaya Communication Manager 5.2.1 (ACIS – 6006)
  • Genesys Certified Composer Routing 8 Developer (GCD8-DCR)
  • Genesys CIM8 Troubleshooting for Support (GCS8-CCTS)
  • Genesys eServices 8 Consultant (GCP8-CESV)
  • Genesys Inbound Voice 8 Consultant (GCP8-CIV)
  • Genesys SIP Server 8 Consultant (GCP8-SIP)
  • Genesys Voice Platform 8.5 Consultant (GCP8-CVP)
  • Genesys Workforce Management 8.5 Consultant (GCP8-WFM)
  • Cisco Qualified Specialist – Cisco IP Contact Center Express Representative (CQS-IPCCER)
  • Cisco Qualified Specialist – Cisco IP Contact Center Express Specialist (CQS-IPCCE)
  • Cisco Qualified Specialist – Cisco IP Telephony Design Specialist (CQS-DS)
  • Cisco Certified Internetwork Expert – Certification – Collaboration (CCIE-COLLA)
  • Genesys Certified Composer Routing 8 Developer (GCD8-DCR)
  • Genesys Composer using Voice Applications 8 Developer (GCD8-DCV)

 

Required Experience:

  • Solid years of work experience
  • Solid experience required in in Engineering function within a medium to large ICT organization
  • Solid experience of Managed Services
  • Excellent working knowledge of ITIL processes
  • Excellent experience working with vendors and/or 3rd parties

 

Radford reference:

  • Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
  • Reports design, reliability and maintenance problems or bugs to design engineering/software engineering.
  • May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature.
  • Survey Tip: In software companies this position generally interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background. In a less sophisticated environment, as with many applications products where the user is nontechnical, this position would generally interact with product support personnel and potentially the customer when the customer’s problem cannot be resolved directly by first-level resources.

 

Key Roles and Responsibilities:

  • Ensure that assigned infrastructure at the client site is configured, installed, tested and operational
  • Perform necessary checks, apply monitoring tools, and respond to alerts
  • Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail
  • Assist in analyzing, assigning, and escalating support calls
  • Investigate third line support calls assigned and identify the root cause of incidents and problems
  • Report and escalate issues to 3rd party vendors if necessary
  • Provide onsite technical support to clients and provide field engineering services to clients
  • Conduct monthly random review of incidents and service requests, analyses and recommend improvement in quality
  • Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by the company
  • Proactively identify opportunities for work optimization including opportunities for automation of work

 

Knowledge, Skills and Attributes:

  • Ability to communicate and work across different cultures and social groups
  • Ability to plans 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 client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey

 

Need to have the below skills.

  • Skype For Business/Lync
  • Teams
  • Exchange
  • M365
  • Azure
  • AudioCodes Gateways
  • Sonus Gateways
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