Senior Network Support Engineer

We support each other and work as a team, globally and locally to deliver excellence for our customers and colleagues.

We live in more than 70 countries, speak multiple languages and work with over 6,000 customers on almost every continent.

We use the power of technology to deliver technology services that move the world.The function of the

• Senior Network Support Engineer
• is to to provide both Level 3 and advanced technical support onsite at the customer's premises Mon-Fri during Business Hours.

The Senior Network Support Engineer is a hands on role and will be required to have an extensive technical background in data networking and security products support.

The role encompasses a wide range of responsibilities in the areas of data networking, security and wireless mostly from a technical operational lead on network service delivery, working with the account team and other teams to support managed support services customers nationally with focus on a few key major clients local to South Australia and possibly other states.The additional functions of the role are to manage escalation of complex issues to vendors and seek resolution within a predefined time frame will be very important for the overall success of this position.The role requires the person to have a good technical background in predominantly in Cisco Routing and Switching, Wireless products, network security and firewalls experience is also key to the position.

Any SDWAN, MS Azure, Solarwinds and Thousand Eyes experience would be highly desirable.

The role encompasses a wide range of responsibilities in the areas of network trouble shooting with other technical teams and service delivery teams during P1 and P2 cases to support the customer.The engineer may also need to attend internal CAB meetings, customer Technical Review Board (TRB) meetings, also attend onsite and remote conference calls during the P1 and P2 incidences to provide updates both DXC Technology internal team and customers.

This position will be based predominantly at the Customer's premises in Adelaide Metro area with possibilities of working from home on some days by customer's approval.The engineer will be part of the Data Team of Network Operations and reports to the Network Opertions Manager / Technical Team lead although the engineer may also have a dotted-line report to a Customer's Network Manager when onsite for duties.Citizenship required for account security reasons.

• Responsibilities :
• Service accountabilities
• Network Operations – daily network operational support within the scope of the managed support services contract.

Perform daily tasks to maintain network operability within SLAs, working within DXC ITIL framework for incident, change and problem management.

Participate in network oncall rosters as required and work onsite at customers premises during their business operating hours.

• Network Installations – involvement in the planning and rollout of customer data networks.

These will sometimes be done in conjunction with DXC Project Management, in which close liaison with the PM will be required.

In other cases the data engineer will be responsible for install and rollout of the solution.

Working with the Technical Support Manager Data for resourcing the work appropriately and engaging any sub contractors where necessary.

• Collaborative Support – Collaborate with other 3rd party vendors to provide technical data support to customers who have maintenance contracts or are paying T&M rates for maintenance form of DXC Data Networking.

Should onsite attendance be necessary the engineer will can arrange and co-ordinate a field service person or sub contractor to attend.

Ownership of fault resolution is with the DXC Data Engineer through to completion.

• Limited technical consulting activities which include scoping and estimating of effort for data networking and security products and services in the DXC Data Networking portfolio.

Customer meetings with other operational management staff which include presentations, whiteboard design sessions and assist with solutioning customers business requirements into a technical solution.

• May involve some after hours work for scheduled activities or in some cases to assist with critical incidents which may arise.
• Work with staff / vendors to test problems to come up with solutions to fixes, software patches and upgrades.
• Verify the conformity of all the equipment in the customer solution
• Escalate issues to Vendors when required
• Raise the quality of standards & quality of services offered, measured on Customer service.

This will include closure time of problems, response times, & customer survey.

• Be Aware of all costs & tracking.

Adhere to the most economical solution in delivering services

• Fully support & liaise with the service management team to provide solutions and develop internal and external processes.
• Help to review all call log reports are completed, and closed within the guidelines required, and that all documentation is forwarded to Customer Support for billing.
• Work with the team to ensure successful project transitions to BAU teams are completed, compliance with DXC standard operation processes and customer satisfaction is maintained and upto date.
• Complete a weekly summary report and timesheet indicating hours spent each week and submit to the Network Support Manager.
• Additional Responsibilities
• Promote the DXC image of a Company which guarantees customer satisfaction, in accordance with the strategy of the Company.
• Detect and seize every opportunity allowing to promote the Value Added Services activities, both internally and externally.
• Fully support & liaise with all other areas of DXC where required.
• Accept responsibility for own standard of performance and ensure quality results.
• Undertake duties in accordance with health and safety requirements demonstrating a duty of care to own self and others.
• Achieve company objectives in regard to service, sales and company growth
• Complete any other tasks / duties as required.
• Provide timely updates on all escalated Level 3 & 4 problems
• Promote the DXC image to guarantees customer satisfaction, in accordance with the strategy of the Company
• Experience :
• Critical
• Active Cisco CCNP certification in Routing and Switching and / or Security
• Solid Understanding of both LAN and WAN Network Fundamentals
• Solarwinds monitoring and network management working experience
• Proven experience in major incidents management with solid methodologies and attention to details.
• At least 5 years experience in networking and / or a technical management role in technical support and / or incident management roles.
• Excellent oral, written and customer facing skills in English,
• Professionalism at all times, with strong customer focus,
• Good communication skills - Good customer facing experience.
• Australian citizenship and potential base security and / or NV1 security clearance would be desirable
• Technical Experience
• Experience in supporting Cisco Nexus Dashboard, DNAC and SDWAN would be desirable
• Experience in supporting Cisco ISE and ASA / FirePower security products
• Experience in supporting Fortinet, Palo Alto and Checkpoint firewall products would be desirable
• Load balancing and Security products knowledge such as F5, Netscaler, VPN Gateways.
• Experience in supporting OT network and security products would be highly desirable
• Experience in managing major incidents and working with technical team of L2 / L3 network engineers.
• 5 years+ experience working with Cisco networking products in a project and support engagement
• Must have experience working in mission critical environments.
• Must have experience working within ITILv3 service

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