Job Summary
Network Engineer Level 2\r\n \r\nJob description\r\n \r\nPrincipal Responsibilities \r\n Undertake and manage in depth troubleshooting activities and plan customer facing activities under guidance \r\n Investigate and help resolve issues on customer’s network and IT estates using agreed troubleshooting methodologies \r\n Manage support cases to enable fast resolution that exceeds our customers’ expectations \r\n Ensuring accurate recording of all cases using the Company’s ticket management tool and closing within agreed timeframes \r\n Using the central document repository, to ensure knowledge sharing across the team and enable best practice \r\n Supporting ad-hoc projects to develop the capabilities of the client. \r\nKey Performance Measures \r\n Ticket SLAs and KPIs are achieved \r\n Escalation procedures, policies and working practices are adhered to \r\n All records relating to Service Requests, Incidents, Problems and Knowledge Management are completed accurately and within agreed timeframe \r\n Projects are delivered in line with project quality standards \r\nRequirements \r\n• 2-3 years relevant customer focused experience, resolving technical problems, with experience of using ticketing systems \r\n• Specialised in supporting Cisco architectures with technical competency in supporting one of the following: Cisco, Cisco switching & wireless, Cisco Datacentre (UCS, Nexus, VMware) and Cisco Collaboration (CUCM, UCCX, Unity) \r\n• Troubleshooting & Implementation Experience in core Routing protocols BGP,OSPF,EIGRP, MP-BGP,MPLS ,IS-IS, SONET/SDH Technologies \r\n• Hands on experience in Nexus 5k, 2k, 7k etc.\r\n• Hands on Experience in Citrix Netscalar, F5 Load balancers and WAN optimizers\r\n• Sound knowledge and understanding on QOS technologies MQC, LLQ , CBWFQ, WRED and MPLS-TE.\r\n• Troubleshooting & Implementation experience in WAN protocols & service providers.\r\n• Excellent communication skills. \r\n• Troubleshooting & Implementation experience in WAN protocols\r\n• Working experience across various cisco Routers and switches \r\n• Upgrades network by conferring with vendors; developing, testing, evaluating, and installing enhancements. \r\n• Secures network by developing network access, monitoring, control, and evaluation; maintaining documentation.\r\n• Cisco CCNA /CCNP \r\n• Ability to communicate effectively and build relationships to understand client requirements \r\n• Accurate written recording of information \r\n• A self-motivated attitude\r\n• Ability to deliver against deadlines and agreed targets \r\n• ITIL qualification desirable but not essential \r\n
Key Responsibilities
2. Conduct Root Cause Analysis On Escalated Tickets To Identify Problems And Prevent Future Occurrences, Enhancing Overall Service Reliability.
3. Manage Knowledge Base Updates And Contribute To Documentation Efforts Related To Sdwan And Wlan, Ensuring Information Is Accessible And Up-To-Date For Team Members.
4. Train And Coach New Analysts On Sdwan And Wireless Wlan Technologies, Fostering A Collaborative Learning Environment That Enhances Team Capabilities.
5. Independently Resolve Support Tickets Within Agreed Service Level Agreements (Sla), Maintaining A Focus On Customer Experience And Efficiency.
6. Strive For First Call Resolution To Minimize Rejected Resolutions And Reopen Cases, Ensuring High Customer Satisfaction (Csat) Levels.
Skill Requirements
1. Solid Understanding Of Sdwan Technologies And Wireless Wlan (Cisco)
2. Proficiency In Troubleshooting Network Issues And Providing Technical Support
3. Familiarity With Quality Standards And Regulatory Compliance In Network Operations
4. Experience In Knowledge Management And Training Activities
5. Strong Communication And Customer Service Skills
Primary - Network Data Resource
Other Requirements
1. Optional But Valuable: Cisco Certified Network Associate (Ccna) Certification
2. Optional But Valuable: Comptia Network+ Certificatio
Primary - Network Data Resource