Network Engineer Level 2 (Global IT Company) – Multinational

Position Summary:

Position provides the second level of remote monitoring and management to growing base of global customers’ network equipment and IT systems; Responsibilities include resolution of complex customer incidents and requests in a manner that will result in the achievement of customer Service Level Agreements (SLA’s) and customer satisfaction.

Key Areas of Responsibilities:

• Perform technical problem resolution, including analysis, trouble isolation and repair.
• Acting as a Customer Advocate in a 24x7x365 Network Operation Center for all SDWAN, data and Optimization services.
• Responsible for analyzing, testing, isolating, and repairing network and customer issues. This may include any or all issues related to facilities, routing and translations, voice and/or data, SD-WAN products and service and the associated CPE equipment.
• Performs proactive monitoring, configuration management and fault resolution of complex SD-WAN, optimization, and data services.
• Work in a multivendor environment where providing tier 2 support for (Cisco, Juniper, Riverbed, VMware, Silverpeak and Ciena)
• Maintenance of WIKI and technical documentation of processes and procedures used throughout normal operations
• Remote pro-active and re-active management of complex network and IT infrastructures. Performing daily activities to secure the availability of the Customer network and IT infrastructure.
• Performing advanced diagnosis and troubleshooting while proactively notifying customers of all problems within SLA guidelines; Remotely resolving incidents within their capability; Responsible to escalate issues to third parties and higher technical and managerial support in accordance with expected service levels
• Responsible for Problem management process which involves root cause analysis (RCA); Proactively detects and prevents future problems/incidents.
• Responsible for maintaining and developing Known Solutions to Known Problems and other team’s knowledge databases; Trains new employees
• Responsible to fulfill customer requests in accordance to established, standardized Change management processes and procedures.
• Initiate dispatch of Company Customer Engineers or third-party maintenance providers when required
• Perform other corresponding duties and tasks in accordance with his qualifications, as directed by Employer
• Responsible to attend all company assigned training courses and certifications; Constant self-education and self-improvement is expected and encouraged
• Role requires flexibility in working hours within 24/7 shift schedules which may change according to business requirements; Weekend or holiday hours, and/or extended hours are expected.

Pre-requisites:

• University degree preferred
• CCNP level or equivalent networking background is needed, CCNP certification is preferred
• Bachelor of Computer Science or Telecommunication engineering from one of the well-recognized universities.
• Hands on Knowledge of CISCO routers, switches & Firewalls, any other vendors is a plus.
• ITIL Knowledge & framework (ITIL Foundation Certification is PLUS)
• Ability to handle multiple tasks simultaneously & meet agreed due date
• Excellent command of spoken and written English language.
• Ability to work effectively in a team environment with minimal supervision.
• Good communications and presentation skills
• Relevant work experience 3+ year preferred
• General knowledge of remote support technologies and strategies

Basic Requirements:

• Proven background in supporting multiple IT products and technologies
• Proven experience with IT Troubleshooting processes and procedures
• Very good knowledge of remote support technologies and strategies
• Good general IT knowledge and skills
• Good MS Office knowledge
• Good interpersonal skills
• Good verbal and written communication skills

Preferred Requirements:

• Taking ownership and responsibility for customer requests
• Ability to follow and create procedures
• Ability to perform under pressure
• Innovative attitude, stress resistant, team player, flexible
• Independent worker, logical thinker

Languages: 

English B2 (written and verbal), with good understanding of technical English