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Senior Professional Services Engineer

Role Title:Senior Professional Services Engineer
Role Reports To:Professional Services Lead
Direct Reports:None
Department:Services
Role Purpose:To fulfill 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: (desired but not all required)CCNA, CCNP, FCNSA, FCNSP, HP ASE, Kemp, VCP, MCSE
Skillset/Experience:HPE Networking, Cisco Networking
• Enterprise Network Design and Architecture
• VLAN Tagging
• Routing (Layer 3)
• Stacking
• BGP Routing
• OSPF
Firewalls
• Fortinet Firewalls
• Design/Architecture and Engineering
• Nat’ing
• Firewall Rule Management
• Web Filtering
• FSSO
• Cisco Firewalls
• Design/Architecture and Engineering
• Nat’ing
• Firewall Rule Management
Load balancers
• Kemp
• Citrix Netscaler
Wireless
• Meraki
• Design, Install, Configure and Troubleshoot
• HP Aruba
• Design, Install, Configure and Troubleshoot
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