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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) |
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| 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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