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Networking Managed Services Engineer (L2)
Minimum Requirements:
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:
Moderate level of relevant managed services experience.
Moderate level knowledge in ticketing tools preferably Service Now.
Job Description - 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 pressurized 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, understand their requirements, and create a positive client experience throughout theclient 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
Responsibilities:
Proactively monitors the work queues.
Performs operational tasks to resolve all incidents/requests promptly and within the agreed SLA.
Updates tickets with resolution tasks performed.
Identifies, investigates, and analyzes issues and errors before or when they occur, and logs all such incidents promptly.
Captures all required and relevant information for immediate resolution.
Provides second-level support to all incidents, and requests and identifies the root cause of incidents and problems.
Communicates with other teams and clients to extend support.
Executes changes with clear identification of risks and mitigation plans to be captured into the change record.
Follows the shift handover process highlighting any key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shift.
Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.
Works with automation teams for effort optimization and automating routine tasks.
Coaches Service Desk and L1 teams for technical and behavioral skills.
Establishes monitoring for client infrastructure.
Identifies problems and errors before they impact a client's service.
Leads and manages all initial client escalation for operational issues.
Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items.
Ensures all changes are carried out with proper change approvals.
Plans and executes approved maintenance activities.
Audits and analyses incidents and requests tickets for quality and recommends improvements with updates to knowledge articles.
Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort.
May also contribute to / support project work as and when required.
May work on implementing and delivering Disaster Recovery functions and tests.