Networking Service Delivery Field Support Engineer

• Ensures that the assigned infrastructure at the client site is configured, installed, tested and operational
• Ensures that any software that is part of the solution is installed and configured according to client requirements
• Proactively identifies problems and errors as they occur and logs such incidents in a timely manner with the required level of detail
• Liaises with all stakeholders including client IT environments, carriers and colleagues to expediate diagnosis of errors and problems and to identify a resolution
• Investigates third line support calls assigned and identify the root cause of incidents and problems following knowledge articles
• Responds to and diagnoses all alerts, escalate to L4 Field Engineer when unable to resolve within the stipulated time
• Ensures incidents are updated with progress and resolution details in a timely manner using the required platform
• Ensures the efficient and comprehensive resolution of incidents and requests
• Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes
• Investigates problems in systems, processes and services and assists with the implementation of agreed remedies and preventative measures
• Provides third line remote and onsite technical support to clients
• Provides third line field engineering services to clients
• Reports and escalates issues to 3rd party vendors if necessary
• Follows the required handover procedures for shift changes to ensure service continuity
• Creates work instructions to resolve incidents as required
• Creates knowledge articles and work instructions for usage in incident diagnosis and resolution

• Bachelor's degree or equivalent in Information Technology or Computing or related field
• Professional level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNP, JNCIS, ACMP etc.
• Cisco Dev Net certification preferred
• Seasoned experience in Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layers
• Seasoned experience in technical support to clients
• Seasoned experience in diagnosis and troubleshooting
• Seasoned experience providing remote support in Networking technologies
• Seasoned experience in relevant technology
• Excellent communicate skills, both verbal and written
• Ability to plan activities and projects well in advance and take into account possible changing circumstances
• Ability to maintain a positive outlook at work
• Ability to work well in a pressurized environment
• Ability to work hard and put in longer hours when it is necessary
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting
• Ability to adapt to changing circumstances
• Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey

Cisco Dev Net certification