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Network Engineer L3

  • Contract
  • Remote

Job Profile Summary:

The Networking Managed Services Engineer (L3) is a seasoned engineering role, responsible for providing a managed service to clients by proactively identifying and resolving technical incidents and problems.

Through pre-emptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role maintains a high level of service to clients.

The primary objective of this role is to ensure zero missed service level agreement (SLA) conditions and 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 judgment and independent analysis within defined policies and practices and applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions.

The Networking Managed Services Engineer (L3) may also contribute to / support on project work as and when required.

Key Responsibilities:

  • Ensures that assigned infrastructure at the client site is configured, installed, tested, and operational
  • Performs necessary checks, apply monitoring tools and responds to alerts.
  • Identifies problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail.
  • Assists in analyzing, assigning, and escalating support calls.
  • Investigates 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 provides field engineering services to clients.
  • Conducts a monthly random review of incidents and service requests, analyze and recommend improvement in quality.
  • Provides continuous feedback to clients and affected parties and updates 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 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.

Knowledge and Attributes:

  • Ability to communicate and work across different cultures and social groups.
  • Ability to plan activities and projects well in advance and takes into account 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.

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 function within a medium to large ICT organization.
  • Seasoned experience of Managed Services.
  • Seasoned working knowledge of ITIL processes.
  • Seasoned experience working with vendors and/or 3rd parties.

Additional Job Description – Additional Career Level Description:

Knowledge and application:

  • Seasoned, experienced professional; has complete knowledge and understanding of area of specialization.
  • Uses evaluation, judgment, and interpretation to select right course of action.

Problem solving:

  • Works on problems of diverse scope where analysis of information requires evaluation of identifiable factors.
  • Resolves and assesses a wide range of issues in creative ways and suggests variations in approach.

Interaction:

  • Enhances relationships and networks with senior internal/external partners who are not familiar with the subject matter often requiring persuasion.
  • Works with others outside of own area of expertise, with the ability to adapt style to differing audiences and often advises others on difficult matters.

Impact:

  • Impacts short to medium term goals through personal effort or influence over team members.

Accountability:

  • Accountable for own targets with work reviewed at critical points.
  • Work is done independently and is reviewed at critical points.
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