The Role
The Senior Network Engineer manages client services, resolves technical issues, ensures high SLA compliance, and mentors junior staff while supporting projects and optimizing operations.
Summary Generated by Built In
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
- Perform necessary checks, apply monitoring tools and
respond to alerts.
- Identifies problems and errors prior to or when it occur
and logs all such incidents in a timely manner with the required level of
detail.
- Assists in analysing, 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 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.
- May work on implementing and delivering disaster recovery
functions and tests.
- Performs any other related task as required.
Requirements
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 pressurised 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.
Skills Required
- Bachelor's degree or equivalent qualification in IT/Computing
- CCNP or equivalent certification
- Seasoned experience in Engineering within a medium to large ICT organization
- Seasoned experience in Managed Services
- Seasoned working knowledge of ITIL processes
- Seasoned experience working with vendors and/or 3rd parties
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The Company
What We Do
Sabenza IT is a niche recruitment company specializing in Information Technology, SAP, Finance, and Engineering roles, with over 23 years of experience.
