The function of the
Senior Network Support Engineer
is to provide Level 3 and advanced technical support onsite at the customer's premises Mon-Fri during business hours. The role requires an extensive technical background in data networking and security product support, with responsibilities covering network operations, installations, collaborative support, and incident management across major clients within South Australia and other states.
Citizenship required for account security reasons.
Responsibilities
Network Operations – daily network operational support within the scope of the managed support services contract. Perform daily tasks to maintain network operability within SLAs, working within DXC ITIL framework for incident, change and problem management. Participate in network on-call rosters as required and work onsite at customers' premises during their business operating hours.
Network Installations – involvement in the planning and rollout of customer data networks. These will sometimes be done in conjunction with DXC Project Management, in which close liaison with the PM will be required. In other cases the data engineer will be responsible for install and rollout of the solution. Work with the Technical Support Manager Data for resourcing the work appropriately and engaging any subcontractors where necessary.
Collaborative Support – collaborate with other 3rd-party vendors to provide technical data support to customers who have maintenance contracts or are paying T&M rates for maintenance form of DXC Data Networking. Should onsite attendance be necessary the engineer will arrange and co-ordinate a field service person or subcontractor to attend. Ownership of fault resolution is with the DXC Data Engineer through to completion.
Limited technical consulting activities which include scoping and estimating of effort for data networking and security products and services in the DXC Data Networking portfolio. Conduct customer meetings with other operational management staff which include presentations, whiteboard design sessions and assist with solutioning customers' business requirements into a technical solution.
May involve some after-hours work for scheduled activities or, in some cases, to assist with critical incidents that may arise.
Work with staff/vendors to test problems to come up with solutions to fixes, software patches and upgrades.
Verify the conformity of all the equipment in the customer solution.
Escalate issues to vendors when required.
Raise the quality of standards and quality of services offered, measured on customer service. This will include closure time of problems, response times, & customer survey.
Be aware of all costs & tracking. Adhere to the most economical solution in delivering services.
Fully support & liaise with the service management team to provide solutions and develop internal and external processes.
Help to review all call-log reports are completed and closed within the guidelines required, and that all documentation is forwarded to Customer Support for billing.
Work with the team to ensure successful project transitions to BAU teams are completed, compliance with DXC standard operation processes and customer satisfaction is maintained and up to date.
Complete a weekly summary report and timesheet indicating hours spent each week and submit to the Network Support Manager.
Experience
Active Cisco CCNP certification in Routing and Switching and/or Security
Solid Understanding of both LAN and WAN Network Fundamentals
Solarwinds monitoring and network management working experience
Proven experience in major incidents management with solid methodologies and attention to details.
At least 5 years experience in networking and/or a technical management role in technical support and/or incident management roles.
Excellent oral, written and customer-facing skills in English.
Professionalism at all times, with strong customer focus.
Australian citizenship and potential base security and/or NV1 security clearance would be desirable
Experience in supporting Cisco Nexus Dashboard, DNAC and SDWAN would be desirable
Experience in supporting Cisco ISE and ASA/FirePower security products
Experience in supporting Fortinet, Palo Alto and Checkpoint firewall products would be desirable
Load balancing and Security products knowledge such as F5, Netscaler, VPN Gateways.
Experience in supporting OT network and security products would be highly desirable
Experience in managing major incidents and working with technical team of L2/L3 network engineers.
5 years+ experience working with Cisco networking products in a project and support engagement
Must have experience working in mission-critical environments.
Must have experience working within ITILv3 service management framework.
Qualifications
Diploma in Computer Science or Engineering highly desirable
Cisco Routing and Switching and/or Security, wireless certifications
Training or certification to ITIL processes and policies
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