Network Engineer (Changes & Requests)

Responsibilities:

Change Management

• Primary task is to execute/implement scheduled or emergency changes and requests related to network technologies, according to Service Level Agreement and change management process standards. These technologies may include but are not exhaustive to Cisco Routing & Switching, HP/Aruba Wireless and Switches, Cisco WLC and APs, SMTP solutions, SD-WAN VeloCloud, and SD-WAN Cisco Viptela, IPAM management, DHCP management etc.

• Scope of the changes may vary from DC migrations, installation/upgrade of Wireless infrastructure in new or existing sites, DHCP and IPAM migrations, network OS upgrades etc.

• These changes could be raised and managed by our internal project managers, while requests could be managed and raised directly from our customer/end user.

Incident Management

To support and respond to network incidents when not acting as point of contact for changes and migrations.

• Troubleshoot network related issues with users and service desks teams.

• These issues could be raised by:

o Customers themselves (Reactive Support),

o Monitoring activities (Pro-active Support)

o Level 1 service desk support team.

• Acknowledge incidents within agreed SLA.

• Proactive monitoring for systems and solutions to ensure service availability for customers.

• Troubleshoot issues related to automatic backup of configuration of equipment.

• Initiate Root Cause Analysis when total outages are resolved or upon management requests.

• Lead troubleshooting calls with end-users, other support teams and vendors.

• Demonstrate advanced troubleshooting skills during incident investigation.

• Regular reviews with Level 1 network support, Level 2 network (FR / MRU / MLY) and engineering teams for post-review incidents.

Requirements:

Experience

• Good experience working as IT Customer Support Engineer or Security/Network Engineer

• Advanced English written and spoken (Spanish will be a plus)

• Good experience on Network environments (Wireless, Routing & Switching, SMTP, DHCP etc)

• Excellent Knowledge on CCNA - (CCNA is mandatory.)

• Experience troubleshooting problems related to routers, switches, DHCP, IPAM management

• Hands-on experience on network OS upgrade (Cisco, Aruba/HP and others)

• Conversant with MS Office Software Suite: Word, Excel, Outlook etc.

Knowledge

• A very good knowledge of the following technologies: Cisco Routing & Switching, HP/Aruba Wireless and Switches, Cisco WLC and APs, SMTP solutions, SD-WAN VeloCloud, and SD-WAN Cisco Viptela, IPAM management, DHCP management etc.

• Process and Standards based on ITIL.

• Customer Relationship Management.

• Good concept of Incident and Change management.

Abilities

• Excellent troubleshooting, analytical skills and incident resolution..

• Good time management, and organizational skills.

• Teamwork: uses a team approach to solve problem when appropriate.

• Ability to build relationships with peers and management levels and customers.

• Flexible, results orientated, and problem-solving skills.

• Willingness to learn and expand knowledge.