Network Engineer

The Network Engineer (L2) is a developing engineering role within the region and is responsible for providing a professional remote technical support service to clients by identifying and resolving technical incidents and problems.

Through pre-emptive service incident and resolution activities, this role will restore service to clients by driving incidents to an effective resolution and ensuring all requests, process events, and resolution incidents result in zero missed service level agreement (SLA) conditions.

Job Description

Key Responsibilities:

• Maintains the support process and ensures that requests for support are handled according to the procedures.
• Uses service assurance software and tools to investigate and diagnose problems, collects performance statistics and creates reports, working with users, other staff, and suppliers as appropriate.
• Identifies and resolves problems following agreed procedures.
• Carries out agreed maintenance tasks.
• Ensures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when required.
• Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
• Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
• Prioritizes and diagnoses incidents according to agreed procedures.
• Investigates causes of incidents and seeks resolution.
• Escalates unresolved incidents and follows up until the incident is resolved.
• Provides service recovery, following resolution of incidents.
• Documents and closes resolved incidents according to agreed procedures.
• Maintains secure, accurate, complete, and current configuration on configuration items (CIs).
• Applies tools, techniques, and processes to track, log, and correct information related to CIs, ensuring protection of assets and components from unauthorized change, diversion, and inappropriate use.
• Remotely investigates and identifies root causes of incidents and assists with the implementation of agreed remedies and preventative measures.
• Maintains knowledge of specific specialisms, provides detailed advice regarding their application.
• Ensures efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team members.
• Provides continuous feedback to clients and affected parties and updates all systems, portals, and ticketing tools as prescribed by standard operating procedures.
• Identifies problems and errors prior to or when they occur.
• Logs all such incidents in a timely manner with the required level of detail.
• Cooperates with all stakeholders including client IT environments, vendors, carriers, and colleagues to expedite diagnosis of errors and problems and to identify a resolution.

Knowledge and Attributes:

• Developing knowledge of technical documentation.
• Developing knowledge on management agent concepts, redundancy concepts, and remote console architecture within supported technical domain.
• Knowledge of vendor technologies, such as Cisco, F5, Aruba, WIFI, etc.
• Customer service oriented and pro-active thinking.
• Problem solver who is highly driven and self-organized.
• Good analytical and logical thinking.
• Excellent spoken and written communication skills.
• Team player with the ability to work well with others and in groups with colleagues and stakeholders.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in Information Technology or Computing or related field.
• Professional level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNP, JNCIP, ACMP etc.
• Spanish: fluent (mandatory).

Required Experience:

• Moderate level experience in Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layers.
• Moderate level experience in technical support to clients.
• Moderate level experience in diagnosis and troubleshooting.
• Moderate level experience providing remote support in Networking technologies.
• Moderate level experience in relevant technology.