Technical Specialist

About the Role

The Networking Remote Technical Support Engineer (L3) is a seasoned engineering role, responsible for providing a professional remote technical support service to clients by identifying and resolving technical incidents and problems. This role will restore service to clients by driving incidents to an effective resolution and ensuring all requests, process events, and resolution incidents result in zero missed service level agreement (SLA) conditions.

Key Responsibilities

• Maintains the support process and ensures that requests for support are handled according to the procedures.
• Identifies and resolves problems following agreed procedures.
• Carries out agreed maintenance tasks.
• Ensures usage of knowledge articles in incident diagnosis and resolution and assists with updating as and when required.
• Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
• Analyzes service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
• Prioritizes and diagnoses incidents according to agreed procedures.
• Investigates causes of incidents and seeks resolution.
• Escalates unresolved incidents and follows up until incident is resolved.
• Provides service recovery, following resolution of incidents.
• Documents and closes resolved incidents according to agreed procedures.
• Maintains secure, accurate, complete, and current configuration on configuration items (CIs).
• Applies tools, techniques, and processes to track, log, and correct information related to CIs, ensuring protection of assets and components from unauthorized change, diversion, and inappropriate use.
• Remotely investigates and identifies root cause of incidents and assists with the implementation of agreed remedies and preventative measures.
• Maintains knowledge of specific specialisms, provides detailed advice regarding their application.
• Ensures efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team members.
• Provides continuous feedback to clients and affected parties and updates all systems, portals, and ticketing tools as prescribed by standard operating procedures.
• Cooperates with all stakeholders including client IT environments, vendors, carriers, and colleagues to expedite diagnosis of errors and problems and to identify a resolution.
• Creation of knowledge articles in incident diagnosis/resolution and assists with updating as and when required.
• Upgrades skills and enhances knowledge on latest products and technologies and completes required Certification.

Requirements & Tech Stack

• Working knowledge of technical documentation.
• Knowledge on management agent concepts, redundancy concepts, and remote console architecture within supported technical domain.
• Knowledge of vendor technologies, such as Cisco, Juniper, Aruba, RiverBed etc.
• Customer service orientated and proactive thinker.
• Problem solver who is highly driven and self-organized.
• Great attention to detail.
• Good analytical and logical thinking.
• Excellent spoken and written communication skills.
• Team player with the ability to work well with others and in a group with colleagues and stakeholders.
• Seasoned experience in Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layers.
• Seasoned experience in technical support to clients.
• Seasoned experience in diagnosis and troubleshooting.
• Seasoned experience providing remote support in Networking technologies.
• Seasoned experience in relevant technology.

Qualifications

• Bachelor's degree or equivalent in Information Technology or Computing or related field.
• Professional level certification in different Networking technologies such as (but not limited to) Cisco, Juniper, Aruba, F5, CCNP, JNCIS, ACMP etc.
• Cisco Dev Net certification.