Responsible for providing a managed service to clients by proactively identifying and resolving technical incidents and problems.
The Networking Managed Services Engineer 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 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 may also contribute to / support on project work as and when required.
Ensures that assigned infrastructure at the client site is configured, installed, tested, and operationalIdentifies problems and errors prior to or when it occur and logs all such incidents in a timely manner with the required level of detail. Investigates third line support calls assigned and identify the root cause of incidents and problemsProvides onsite technical support to clients and provide field engineering services to clients.
Conducts a monthly random review of incidents and service requests, analyse and recommend improvement in quality. Provides 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 technology domain, delivering effectively and promptly per client agreed upon requirements and timelines.
Performs any other related task as required. 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 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 place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.
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. Bachelor’s degree or equivalent qualification in IT/Computing .
Certifications relevant to the services provided . Seasoned experience required in Engineering function within a medium to large ICT organization. Seasoned experience working with vendors and/or 3rd parties.
Network Support Engineer IT Service Management Technical Incident Resolution Client Satisfaction Quality Assurance Coaching And Mentoring
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