MS Technical Specialist Network

About the Role

As a Networking Managed Services Engineer (L3), you will lead in providing exceptional managed services to clients. Your day will revolve around proactively identifying and resolving technical incidents and problems, ensuring clients meet all SLA conditions, identifying root cause of critical incidents, and implementing solutions for identified problems.

Key Responsibilities

• Lead in providing exceptional managed services to clients.
• Proactively identify and resolve technical incidents and problems.
• Ensure clients meet all SLA conditions.
• Identify root cause of critical incidents and implement solutions for problems.
• Manage high-complexity tickets, conduct thorough analyses, and provide resolutions to a variety of complex issues.
• Coach and mentor junior team members.
• Create knowledge articles for frequent tasks/issues and train junior team members.
• Provide inputs to automation teams to reduce manual efforts.
• Ensure client infrastructure is configured, installed, tested, and operational.
• Perform necessary checks and employ monitoring tools to respond to alerts in a timely manner.
• Identify and log problems before they escalate.
• Analyze and escalate support calls.
• Investigate third-line support calls to find root causes and solutions.
• Provide onsite technical support and field engineering services to clients.
• Work closely with third-party vendors for issue escalation.
• Offer continuous feedback and updates to all involved parties.
• Drive operational improvements and optimize work processes, including opportunities for automation.
• May manage and implement projects within the technology domain.
• May deliver disaster recovery functions and tests.
• May improve the quality of incidents and service requests through random monthly reviews.

Requirements & Tech Stack

• Proficiency in Pulse Secure SSL VPN, Virtual Juniper, Palo Alto, Fortinet Firewalls, Cisco Nexus switches, ASR and ISR routers, Cisco ACS, ISE, Meraki switches and access points.
• Proficiency in enterprise network architecture, routing protocols (BGP, OSPF, EIGRP), network address translation.
• Proficiency in troubleshooting uplinks to ISPs for DIA, MPLS, and P2P circuits.
• Advanced Certifications on at least one or two mentioned technologies.
• Excellent planning and project management abilities, taking changing circumstances into account.
• Strong communication skills, with the ability to work across different cultures and social groups.
• Effective active listening skills.
• A client-focused approach, prioritizing requirements and creating positive experiences.
• Adaptability to changing circumstances and ability to work diligently when necessary.
• A positive outlook and ability to work well under pressure.

Qualifications

• A bachelor's degree in IT/Computing or equivalent work experience.