Service Desk Engineer

Company SummaryFirst American (India) is a GCC (Global Capability Center) of the First American Financial Corporation (NYSE: FAF) family of companies. FAI is a proud member of the FORTUNE 500 companies and has been amongst the Fortune 100 Best Companies to Work For® list for eight consecutive years. First American Financial Corporation provides comprehensive title insurance, closing/settlement, property data and technology solutions. First American (India) creates quality solutions for its customers by combining software, back office, and knowledge processing operations to fulfill First American's business requirements. Our priorities are our employees, customers, and shareholders - in that order. First American (India) has been ranked amongst India's Best Companies To Work For™ 2023: Listed amongst the Top 100 by Great Place To Work® India, FAI is also certified Best Workplaces for Women and Workplace with Inclusive Practices. IT Services provides secure, fast, innovative and green infrastructure capabilities to meet evergrowing customer demand. Our teams thrive on building capabilities across areas of Cloud Migration, Dev Ops, Network and Information Security amongst others.

Job Summary

Member Technical Staff/Network Engineer applies function's principles, theories and concepts of Network Infrastructure Troubleshooting and maintenance to assignments in limited scope. Uses professional concepts and knowledge acquired through specialized training, or previous experience in Network Infrastructure domain to troubleshoot network infrastructure issues. Develops expertise and practical knowledge of applications within business environment for Network Infrastructure, management systems and tools; under supervision. Develops expertise to exercise judgement within defined parameters to ensure minimal down-time of network by prompt troubleshooting and utilization of backup.

Network engineering role requires the incumbent to understand latest market trends and nuances pertaining to network infrastructure to ensure contributing towards Network planning and design with supervisors, with application of Network Infrastructure protocols-TCP/IP/Telnet (IPV4/IPV6) on industry standard network devices-Jupiter Cisco, Aruba. Role is required to ensure installation, configuration and maintenance of network systems with SLAs maintaining protocols for existing network infrastructure.

Competencies:

Understands and meets stated needs & requirements of the stakeholders wrt deliverables and produces work output under supervisory guidance to troubleshoot network issues with team.

Understands network support requirements for installation and configuration requirements of network systems

Monitors own work to ensure delivery within the desired performance standards. Understands the importance of delivery within expected time, maintaining SLA's and ensuring maximum network availability

Applies intermediate subject matter knowledge to solve routine issues within established guidelines for providing relevant services as requested by client.

Takes initiative to develop own technical / behavioral skills required to develop configuration manuals ensuring following stipulated SLAs; demonstrates learning and team player attitude.

Is receptive to new ideas and different perspectives, Questions routine/ procedures that do not seem efficient and can be improved.

Exercises judgement to think on the feet & displays sense of urgency for completion of deliverables and sensing preempt escalation.

Displays excellent verbal and written communication skills required to interact with stakeholders, onshore counterparts, supervisors, team members to ensure escalations are notified timely and communication mailers regarding incidents or an upcoming shut down for maintenance activity are promptly escalated.

Ensures that service requests are properly understood and attended to for preparing for maintenance cycle.

Attentively reads or listens to descriptions of services requested to form inferences for service management.

Collaborates with team to enable a positive health of network infrastructure by working with supervisor for understanding the network infrastructure.

Follows Communication protocols for informing clients on incidents or resolution and contributes towards viewing and preparing configuration requirements of systems

Technical Skills:

Demonstrates intermediate knowledge and technical Know-how of Network systems and software pertaining to network infrastructure

Fundamental understanding on network monitoring and protocols.

Should have basic foundational knowledge of latest market trends, updates, Product upgrades and systems specifications pertaining to Network Infrastructure (hardware - routers, Ethernet, LAN, VLAN, Network servers, switching equipment, SDH equipment, DWDM equipment, L2 equipment, Network protocols - TCP/IP/Telnet addressing IPV4 & IPV6)

Should possess and practice fundamental awareness on Industry standard network devices- Juniper, Cisco, Aruba

Possess foundational knowledge on Network security apparatus like firewalls, virtual private network concentrators, VOIP telephony, cryptography systems, Cisco PIX, FWSM, ASA 5500 series firewalls etc.

Possess intermediate experience in troubleshooting network infrastructure with understanding of network support requirements

Possess knowledge of Network management system software like OpenNMS, Nagios, Ganglia, Cacti, Solar Winds, Thousand eyes, etc.

Possess Service Process knowledge to following stipulated SLA's to resolve service requests and incidents in an effective and time bound manner and escalates to higher authorities in case of service or incident is beyond one’s capabilities or scope

Shall be able to perform installation and configuration of network systems

Shall possess Basic awareness on Network switching and routing techniques and Network monitoring KPI’s: network usage, temperature, service availability, downtime, uptime, etc.

Follows escalation points and Reporting protocols (emails, group mailers, closing a service request, setting up auto mailers)

Should be able to Backup systems and load balancing for uninterrupted network capabilities

Shall be able to address commonly asked queries and services on service tools and applications

Shall be aware on basic Tools and techniques for network diagnostics

Possess basic knowledge on stakeholder management (various groups of employees, vendors, onshore partners) and adheres to Communication protocols for stakeholder groups.

Educational Qualification and Experience:

Minimum of 1-4 years of formal education - Graduate / Bachelor’s degree (or equivalent) in Computer Science / Information Technology/engineering or related area of study

Professional work experience of 1-4 years in Network Infrastructure handling for Microsoft Technologies.

FAI is committed to create an environment that respects, supports and inspires all individuals. We do not discriminate on the basis of color, religion, sex, gender identity, sexual orientation and age. At FAI, we celebrate diversity and believe that an inclusive workforce benefits employees, the organization and our community. We are an Equal Opportunity Employer. For more information about our company and dedication to putting People First, check out

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