Networking Service Delivery Field Support Engineer

Key Responsibilities

• Ensures the assigned infrastructure at the client site is configured, installed, tested, and operational.
• Ensures that any software part of the solution is installed and configured according to client requirements.
• Proactively identifies problems and errors as they occur and logs incidents in a timely manner with the required level of detail.
• Liaises with all stakeholders, including client IT environments, carriers, and colleagues, to expedite diagnosis and identify resolutions for errors and problems.
• Investigates first-line support calls assigned and identifies the root cause of incidents and problems following knowledge articles.
• Responds to and diagnoses all alerts, escalating to L2 Field Engineer when unable to resolve within the stipulated time.
• Ensures incidents are updated with progress and resolution details in a timely manner using the required platform.
• Ensures the efficient and comprehensive resolution of incidents and requests.
• Applies tools, techniques, and processes to track, log, report on, and correct configuration items, components, and changes.
• Investigates problems in systems, processes, and services, and assists with the implementation of agreed remedies and preventative measures.
• Provides first-line remote and onsite technical support to clients.
• Provides first-line field engineering services to clients.
• Reports and escalates issues to 3rd party vendors if necessary.
• Follows required handover procedures for shift changes to ensure service continuity.

Requirements & Tech Stack

• Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layers.
• Technical support to clients.
• Diagnosis and troubleshooting.
• Remote support in Networking technologies.
• Relevant technology.

Qualifications

• Bachelor's degree or equivalent in Information Technology or Computing or related field.
• Associate level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA.

Skills

• Good communication skills, both verbal and written.
• Ability to plan activities and projects well in advance and take into account possible changing circumstances.
• Ability to maintain a positive outlook at work.
• Ability to work well in a pressurized environment.
• Ability to work hard and put in longer hours when necessary.
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
• Ability to adapt to changing circumstances.
• Ability to place the client at the forefront of all interactions, understanding their requirements and creating a positive client experience.