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Senior Professional Services Engineer

Role Title:

Professional Services Team Member (Tier 3)

Role Definition:

Senior Network Engineer

Role Reports to:

Professional Services Lead

Direct Reports:

None

Department:

Services

Purpose of the role:

To fulfil requests within the agreed Service Level Agreements.

Key accountabilities

Senior Network Engineer
• Architecture and Design of Customers Network Infrastructures
• Network Implementation
• Responsible for documentation of Customers Network Infrastructure
• 3Rd Level Escalation for Network issues
• Wireless Infrastructure Design and Implementation

SLAs, meeting customer requirements:
• Fulfil requests within the agreed Service Level Agreements.
• Deal with customers via meeting, phone, email and other means of communication, in a professional and efficient manner.

Incident management:
• Own incidents end to end, ensuring accurate and timely updates are maintained in the incident management system.

Escalation:
• Escalate incidents to both internal and external teams in line with agreed processes and SLAs. Take ownership and escalate where necessary to Vendors/ Team Lead.

Logging, documenting, reporting, and managing information:
• Run reports across all teams.
• Log all activities, including incidents, in line with Company policy and processes.
• Complete documentation on site surveys, projects and installations, both internally and externally.
• Complete and sign all Scopes of Work.
• Follow data storage policy for Company related data.

Task execution and performance:
• Tier 3 Network Issue resolution, answering phone calls/emails/ Incidents from customers requiring IT Support and any escalations from Tier 1/Tier2.
• Carry out daily tasks to a professional and high standard in alignment with KPIs defined for the team.
• Log, Update and Resolve calls received on the incident management system and provide accurate reporting to customers on technical issues.
• Complete Solutions Designs and Tender responses.
• Works in office, remotely and on customer site.
• Aim to diagnose and resolve incidents wherever possible at first point of contact within the agreed operational framework of policies and processes.
• Attend sales meetings as required.
• Perform ad hoc tasks to meet unanticipated events or user requirements.
• Assist with other ad-hoc tasks and projects as required.

Self-development, knowledge:
• Maintain an effective working knowledge of incident resolution across all areas of the Service Desk, in order to maximise customer service and call resolution. Ongoing self-improvement through experience, training and certification and ensure that all certification and accreditation is kept up to date.

Qualifications, skillset, experience, attributes and competencies – (Desired but not all required)

Qualifications:
CCNA, CCNP, FCNSA, FCNSP, HP ASE, Kemp, VCP, MCSE

Skillset/experience:
• HPE Networking, Cisco Networking
      o Enterprise Network Design and Architecture
      o VLAN Tagging
      o Routing (Layer 3)
      o Stacking
      o BGP Routing
      o EIGRP
      o OSPF

• Firewalls
      o Fortinet Firewalls
            ▪ Design/Architecture and Engineering
            ▪ Nat’ing
            ▪ Firewall Rule Management
            ▪ Clustering
            ▪ VPN Remote Access, Site to Site SSL
            ▪ Web Filtering
                  ▪ FSSO
      o Cisco Firewalls
            ▪ Design/Architecture and Engineering
            ▪ Nat’ing
            ▪ VPN Remote Access, Site to Site SSL
            ▪ Clustering
            ▪ Firewall Rule Management

• Load balancers
     o Kemp
     o Citrix Netscaler

• Wireless
     o Meraki
            ▪ Design, Install, Configure and Troubleshoot
     o HP Aruba
            ▪ Design, Install, Configure and Troubleshoot

• Web Proxy Technologies
      o Websense
      o Cisco IronPort

• Network Degredation Troubleshooting experience

• Experience with Monitoring Software
      o Solarwinds
      o Kaseya
      o Paessler


• Experience in Windows Server Operating Systems, Active Directory or other LDAP based directories, Radius, NPS, TCP/IP, DNS, routing, VMware vSphere, VMware VCentre, Hyper-V.


Team functional competencies:
Network design
Network Solution Implementation
Level 3 reactive on-site support for all Network technologies
Wi-Fi hardware/software Design and Implementations
Technical project management

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