Networking Service Delivery Field Support Engineer (L3)

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The Networking Service Delivery Field Support Engineer (L3) is responsible for providing a professional third-line onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, this role will restore service to clients by managing incidents and seeing them through to an effective resolution. Their primary objective is to ensure all requests, process events and resolution incidents result in zero missed SLA conditions.

What you'll be doing

Key Roles and Responsibilities:

Ensure that the assigned infrastructure at the client site is configured, installed, tested and operational

Ensure that any software that is part of the solution is installed and configured according to client requirements

Proactively identify problems and errors as they occur and log such incidents in a timely manner with the required level of detail

Liaise with all stakeholders including client IT environments, carriers and NTT colleagues to expediate diagnosis of errors and problems and to identify a resolution

Investigate third line support calls assigned and identify the root cause of incidents and problems following knowledge articles

Respond to and diagnose all alerts, escalate to L4 Field Engineer when unable to resolve within the stipulated time

Ensure incidents are updated with progress and resolution details in a timely manner using the required platform

Ensure the efficient and comprehensive resolution of incidents and requests

Apply tools, techniques and processes to track, log, report on and correct configuration items, components and changes

Investigate problems in systems, processes and services and assists with the implementation of agreed remedies and preventative measures

Provide third line remote and onsite technical support to clients

Provide third line field engineering services to clients

Report and escalate issues to 3rd party vendors if necessary

Follow the required handover procedures for shift changes to ensure service continuity

Create work instructions to resolve incidents as required

Create knowledge articles and work instructions for usage in incident diagnosis and resolution

Knowledge, Skills and Attributes:

Seasoned, experienced professional; has complete knowledge and understanding of area of specialisation

Uses evaluation, judgment, and interpretation to select right course of action

Excellent communicate skills, both verbal and written

Ability to plan activities and projects well in advance, and take 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 client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey

Academic Qualifications and Certifications:

Bachelor's degree or equivalent in Information Technology or Computing or related

Professional level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNP, JNCIS, ACMP etc.

Cisco Dev Net certification

Required Experience:

Seasoned experience in Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layers

Seasoned experience in technical support to clients

Seasoned experience in diagnosis and troubleshooting

Seasoned experience providing remote support in Networking technologies

Seasoned experience in relevant technology

Skills Summary

Cloud Computing, Computer Coding, Continual Improvement Process, Data Analysis, Networking Technologies, Scripting, Troubleshooting

What will make you a good fit for the role?

Workplace type:On-site Working

R-111020