Network Managed Services Support Engineer (Level 2)
Network Managed Services Support Engineer (Level 2)
3 medior profiles + 2 senior profiles
Your role
· You provide second level support to all incidents dispatched via the level 1 support.
· You take full ownership of all tickets and requests assigned and drive all needed activities to get them solved and closed.
· You deep dive in the troubleshooting activities and identify the root cause of incidents and problems.
· You routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction.
· You are a driving force in running a proactive service operation on all aspects (incidents, problems, service improvements, automations,....) so you propose initiatives in this field towards the technical lead and/or the networking management team.
· You monitor client infrastructure and solutions and take the appropriate actions to ensure stability of the networking infrastructure.
· You identify problems and errors prior to or when they occur and initiate appropriate actions to prevent impact.
· You can map the urgency and impact of events to the service impact for the customer
· You identify opportunities for work optimization including opportunities for automation of work, request fulfilment, incident resolution, and other general process improvement opportunities.
· You execute more complex networking changes on the customer infrastructure based on a service catalogue. More easy changes are executed by the level 1 engineers
· You execute these changes in line with the agreed procedures. You take care of a clear identification of risks and the mitigation plans to be captured into the change record. You understand the impact of the changes you execute on the overall customer environment.
· You ensure all changes are carried out with proper change approvals and in full alignment with the technical lead.
· You update existing knowledge articles or create new ones to help your colleagues with similar issues.
· You perform operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
· You perform a regular status update of your tickets to ensure follow-up by the customer, SDM and technical lead.
· You coach the L1 team for technical and behavioural skills.
· You analyse logs and dispatch complex issues to L3 engineers in Belgium
· You perform correct handovers to your colleagues in the 24*7 rotation system to guarantee service continuity.
Required skills & knowledge
· 4-8 years of experience for medior profile, and >8 years of experience for senior profile
· Experience with advanced troubleshooting and customer support in secured networking environments within a large ICT organization.
· Working knowledge of ITIL processes.
· Relevant experience and solid expertise in
o Networking and routing protocols (RIP, OSPF, SD-WAN)
o Cisco Catalyst Center
o Cisco LAN switches (Access + Core)
o Cisco Wireless controllers
o Cisco Access Points
o Cisco ASA
o Cisco Client
· General Experience & expertise in
o Fortigate Firewall
o Fortianalyzer
o Fortimanager
· Min. CCNP or equivalent certification required. (additional certifications carry additional weight on a candidate's qualification for the role.)
· You have experience in using Service Management tooling.
· You take ownership of your tickets, and have a high sense of responsibility
· You are committed to quality. You have excellent communication skills both internally with your colleagues in India and Belgium, as externally with the customer.
