Level 1 - Network Engineer

Overview

Level 1 Netowork Engineer is a technical role for all technical issues (network ) in Service Assurance - Operations

Responsible for managing complex technical issues involving multiple technologies including networking, WAN optimization, SDWAN, MPLS, Cloud Networking, Security etc for large enterprise customers. Role will be responsible to provide work around /network troubleshooting for such cases and also work with the internal and external teams for a permanent fix.

Role will be required to work in 24 x7 rotational shift or as required by the business.

Responsibilities

• Reporting into the Head of Service Assurance, this role will be the technical issues and will hold expertise in Service Assurance engineering team for Managed Services and solutions.
• Responsible for troubleshooting and resolving complex issues or incidents involving networking technologies for the client or in the Managed Services customer network.
• Individual will be end to end owner and completely accountable for the resolution, internal and external communications and customer satisfaction during, escalated incidents.
• Responsible to guide teams to expedite the resolution for long pending and escalated cases and work with the peer groups (Incident Managers, Shift Leaders, Level 3, Level 2 etc) to manage the customer satisfaction.
• Responsible to liaise with the service provider engineering teams to effectively drive technical teams in the vendor organization to expedite the incident resolution to achieve the agreed SLAs with the customers.
• Responsible to support the incidents and maintenance on the client's network and at co-locations.
• Responsible for vulnerability assessment, penetration testing and design reviews on both customer and core network.
• Ensure compliance to the client's work instructions and process to ensure service quality to customers.
• Handle escalations from customers and be a focal point to all service related technical queries.
• Individual will serve as the escalation contact for all issues, incidents and escalation for the all both customers and internal for the Managed Services Service Assurance.
• Drive and meet all agreed SLA metrics as contracted by the client and to minimize service impacts to customers within established cost parameters and act as point of contact for client and internal requests.
• Mentor the Network engineers in troubleshooting and resolving complex issues. Responsible for identifying permanent fixes and workarounds for known errors and unresolved complex issues.
  
  
  

Requirements

TECHNCIAL AND FUNCTIONAL KNOWLEDGE (Use “E” to denote Essential and “D” for Desirable)

E - Excellent experience in supporting managed services and solutions in service provider background.

E - Working experience in solution designing, implementation or break fix role in a service provider environment.

E - Expert with Cisco, Juniper, Checkpoint, Meraki, SASE, VIPTELA product and technologies

E - Excellent conceptual understanding of applications layer protocols (FTP, CIFS, MAPI, HTTP, SSL, etc)

D - Experience with scripting, programming and regular expressions

COMPETENCY AND BEHAVIORAL SKILLS (Use “E” to denote Essential and “D” for Desirable)

E - Ability to learn new technologies quickly

E - Excellent communication skills in both spoken and written english language.

E - Ability to work under pressure

E - Ability to work to tight deadlines and produce good quality work

E - Able to multitask to manage multiple project workloads.

E - Sense of ownership to see things through to completion

E - Confident in presenting and talking to clients and vendors

E - Willing and able to work shifts

D - Ability to mentor and coach less experienced staff