Job Description
DXC Technology (NYSE: DXC) is the world's leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology serves nearly 6,000 private and public sector clients across 70 countries. The company's technology independence, global talent and extensive partner alliance combine to deliver powerful next-generation IT services and solutions. DXC Technology is recognized among the best corporate citizens globally.
For more information, visit www.dxc.technology
Network Support Engineer
The function of the Network Support Engineer is to provide both Level2/3 and advanced technical support on-site at the customer's premises Mon‐Fri during business hours. The role requires a hands‐on approach and an extensive technical background in data networking and security products support. Responsibilities include design, product audits, site surveys, installation, troubleshooting and support for customers. The Engineer will manage escalation of complex issues to vendors and seek resolution within a predefined time frame to ensure overall success.
The role encompasses a wide range of responsibilities in the areas of data networking, security and wireless, including network troubleshooting with other technical teams and service delivery teams during P1 and P2 cases. The Engineer may also attend internal CAB meetings, customer Technical Review Board (TRB) meetings, and provide updates to both DXC internal teams and customers during P1 and P2 incidents. This position will be based predominantly at the customer's premises in the Melbourne Metro area with possibilities of working from home on some days by customer approval.
The Network Support Engineer belongs to the Data Team of Network Operations and reports to the Network Operations Manager/Technical Team Lead, and will report directly to the Customer's Network Manager when onsite.
Key Accountabilities
* Design – design of the customer solution resides with the data engineer. In some cases this will be a design encompassing only data components and can be completed by the data engineer. For more complex environments the solution may involve other DXC disciplines to ensure the overall solution meets customer business requirements.
* Installations – involvement in the planning and rollout of customer data networks. In collaboration with DXC Project Management or, where appropriate, the engineer will be responsible for install and rollout of the solution, coordinating resourcing and subcontractors.
* Support – provide technical data support to customers with maintenance contracts or who are paying T&M rates. This includes remote diagnostics via telephone and dial‐in; onsite attendance as required; fault resolution ownership through completion.
* Presales activity – scoping and quoting data networking and security products and services in the DXC portfolio. This includes customer meetings, whiteboard design sessions and converting business requirements into technical solutions.
* Assist with professional services on wireless network security audit and wireless site surveys when required.
* May involve after‐hours work for scheduled activities or critical incidents.
* Test problems with staff/vendors to develop solutions, patches, etc.
* Verify conformity of all equipment in the customer solution.
* Escalate issues to vendors when required.
* Enhance quality of services measured on customer service metrics (closure time, response times, customer survey).
* Adhere to cost‐effective solutions in service delivery.
* Support and liaise with the service management team to develop solutions and internal/external processes.
* Review call log reports for completion and timely billing documentation.
* Ensure successful installations and maintain customer satisfaction.
* Complete weekly summary reports and timesheets for Technical Support Manager.
Additional Responsibilities
* Promote the DXC image of a company that guarantees customer satisfaction in line with corporate strategy.
* Seize opportunities to promote value‐added services internally and externally.
* Support and liaise with all other areas of DXC as required.
* Accept responsibility for personal performance and quality outcomes.
* Demonstrate duty of care to self and others in accordance with health and safety requirements.
* Achieve company objectives in service, sales and growth.
* Perform any other tasks or duties as required.
* Provide timely updates on all escalated Level 3 & 4 problems.
Experience (Critical)
* Certified Cisco CCNP in Routing and Switching and/or Security.
* Wireless experience in Meraki and Sophos.
* Experience with firewall configuration and troubleshooting.
* Understanding of network architecture and input when designing new WAN sites.
* SolarWinds and DHCP management and configuration experience.
* Skills with switches from multiple vendors including Aruba, HP, Dell.
* Solid understanding of Cisco data networking products.
* Proven experience in major incident management with solid methodologies and attention to detail.
* At least 5 years experience in networking and/or a technical management role in technical support and/or incident management.
* Excellent oral, written and customer facing skills in English.
* Professionalism at all times with strong customer focus.
* Good communication skills – strong customer facing experience.
Technical Experience
* Experience supporting VeloCloud SDWAN (desirable).
* Experience supporting Cisco ASA/FirePower security products.
* Experience supporting Cisco Checkpoint firewall products (desirable).
* Knowledge of security products such as Email Gateway (Mimecast), VPN concentrator, EDR.
* Experience supporting Checkpoint firewall security products.
* Experience managing major incidents and working with technical teams of L2/L3 network engineers.
* 5+ years experience working with Cisco networking products in a project and support engagement.
* Experience working in mission‐critical environments.
* Experience working within ITILv3 service management framework.
Qualifications
Education & Certifications
* Diploma in Computer Science or Engineering (highly desirable).
* Cisco Routing and Switching and/or Security, wireless certifications.
* Training or certification to ITIL process and policies.
We are an Equal Opportunity Employer
DXC is proud to be an equal opportunity employer, and we welcome submissions from people from all walks of life. We celebrate our diversity and recognise it is the unique contributions of our people that give us our edge.
Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation Policy. In addition, DXC Technology is committed to working with and providing reasonable accommodation to support qualified individuals with physical and mental disabilities.
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritises in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles and life circumstances. We are committed to fostering an inclusive environment where everyone can thrive.
Recruitment Fraud Warning
Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.
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