The Senior Network Support Engineer is responsible for providing Level 3 and advanced technical support onsite at the customer's premises during business hours. The role demands a strong technical background in networking and security products, with extensive experience in Cisco Routing and Switching, Wireless, Firewalls, and network security.
Responsibilities
• Provide daily network operational support within the scope of managed support services contracts, maintaining network operability under SLA expectations and using the DXC ITIL framework for incident, change, and problem management.
• Participate in network on-call rosters and work onsite at customer premises during business hours.
• Plan and roll out customer data networks, collaborating closely with DXC Project Management teams when required.
• Collaborate with third‑party vendors to deliver technical support for maintenance contracts or T&M rates, arranging field service personnel as needed.
• Perform limited technical consulting, including scoping and estimating effort for data networking and security products and services within the DXC portfolio.
• Attend internal CAB meetings, Customer Technical Review Board (TRB) meetings, and conference calls during P1 and P2 incidents to provide updates to both DXC internal teams and customers.
• Work with staff and vendors to test problems, develop fixes, apply software patches, and perform upgrades.
• Verify equipment conformity in customer solutions and ensure completion of all documentation for billing and audit purposes.
• Support successful transition of projects to BAU teams, ensuring compliance with DXC standard operating processes and maintaining customer satisfaction.
• Prepare a weekly summary report and timesheet indicating hours spent, then submit to the Network Support Manager.
Additional Responsibilities
• Promote the DXC image and guarantee customer satisfaction in accordance with company strategy.
• Seize opportunities to promote Value Added Services activities, both internally and externally.
• Liaise with other DXC areas as required.
• Accept responsibility for personal performance standards and deliver quality results.
• Adhere to health and safety requirements, demonstrating duty of care to self and others.
• Achieve company objectives related to service, sales, and growth.
• Complete any other duties or tasks as required.
• Provide timely updates on all escalated Level 3 & 4 problems.
Experience (Critical)
- Active Cisco CCNP certification in Routing and Switching and/or Security
- Solid understanding of LAN and WAN fundamentals
- Experience with Solarwinds monitoring and network management
- Proven experience in major incident management with solid methodologies and attention to detail
- At least 5 years' experience in networking or technical management, including support and incident management roles
- Excellent oral, written, and customer‑facing skills in English
- Professionalism at all times, with a strong customer focus
- Australian citizenship; potential base security or NV1 security clearance desirable
Technical Experience
- Supporting Cisco Nexus Dashboard, DNAC, and SDWAN (desirable)
- Supporting Cisco ISE and ASA/FirePower security products
- Supporting Fortinet, Palo Alto, and Checkpoint firewall products (desirable)
- Knowledge of load balancing and security products such as F5, Netscaler, VPN gateways
- Experience with OT networks and security products (highly desirable)
- Managing major incidents with technical teams of L2/L3 network engineers
- 5+ years working with Cisco networking products in project and support engagements
- Experience in mission‑critical environments
- Experience 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 in ITIL process and policies
Trust, Transform & Thrive with a company whose mission is to lead clients on their digital transformation journeys. DXC Technology is recognized globally as a force multiplier, enabling clients to seize opportunities presented by today's rapidly changing technologies. If you are a self‑starter with a strong customer focus and results‑oriented approach, complemented by strong verbal and written communication skills, we would like to hear from you.
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