Network Engineer - #1740164

Reporting directly to the On-Site Resource Team Leader this position encompasses the delivery of on-site support services for all contracted and non-contracted clients. This position requires clear communication, coordination, and time management to ensure that clients' expectations and contractual obligations are met.

The ability to work logically and maintain control while under pressure, and make firm decisions based on common sense and judgement in difficult situations, is paramount.

RESPONSIBILITIES:

The priority given to all these elements is governed by the need to achieve customer satisfaction and meet performance targets. These responsibilities and duties may change in due course of business. In addition to your offer letter of employment the following responsibilities also apply (all regional offices):

• Delivery of on-site support services to contracted and non-contracted customers
• Ensuring all incidents and service requests are managed through ITSM package
• Ensuring all SLA obligations are met in delivery of above services
• Ensuring any incidents or service requests that cannot be fulfilled in a timely manner are escalated to the appropriate team/s (see latest guidelines)
• Implementation and / or fulfilment of remote service requests and installations when required
• Point of escalation, guidance and mentoring for junior staff
• Recommendations of relevant improvements, new technical procedures, products or services to line management

Core competencies:

The backbone of the remote support team this team are what you would call the department “all-rounders”. Needing to have a good working knowledge of all portfolio solutions, services and all-round technical knowledge whilst maintaining high levels of customer service and communication.

• All round “good” knowledge of portfolio services and products.
• Excellent communication and customer service skills, both oral and written.
• Excellent multi-tasking and organisation skills.
• Ability to manage and prioritise own time and work to tight service metrics.
• Work as part of multi-disciplined teams and collaborate effectively.
• Excellent teamwork ethic. Work hard, play hard.

Technical:

As this is a technical position, possessing a strong technical knowledge of various business infrastructure and networks is essential.

This will enable the delivery of a typical “2nd line” helpdesk position, working at a reasonable pace and with a moderate level of technical difficulty. The ability to make sound decisions based on technical knowledge is also a requirement. A necessity for proven experience in these areas can be further expanded on as follows:

• Ability to resolve typical 2nd line queries and escalations such as (but not limited to):
  • Complex desktop / PC-related issues
  • Server or network troubleshooting
  • Office 365 administration

• Good knowledge of industry on-premise infrastructure, desktop, server, datacentre, compute, storage, networking, connectivity, virtualisation and security solutions.
• Good knowledge of industry cloud technology, Office 365, Azure, Private Cloud
• Ability to engage with more technical engineers convincingly.
• Regular demonstration of keeping up to date with current and future technologies.

Essential technical or industry-related certificates:

• Degree in Computer Science (or similar)
• A level / AS level in Information Technology (or similar)
• BTEC National Diploma / Higher National Diploma in Information Technology (or similar)
• CompTIA N+
• Microsoft-specific qualifications (MCP / MCSE)
• Cisco (CCNA)

Beneficial qualifications or certificates:

• ITIL foundation
• Customer service-related qualifications