Network Engineer Tier 1 @ E Learning IT Company

Job Description

Role Summary: The Tier 1 Engineer will provide first line technical support to company's customers across an international base. The successful candidate will require an aptitude for working with a variety of Information and Communications Technology (ICT) portfolio of products and services, to undertake analysis, diagnosis and resolution/fulfilment of customer incidents/requests, which may range from straightforward to more complex technical requirements. There is also a range of administration duties within this role. Internal Departments they will interact with: NMC, Tier 2, Tier 3, Carrier Management. Main Responsibilities: Logging all relevant incident/service request details, allocating categorization and prioritization codes. Providing first-line investigation and diagnosis using approved tools, systems and procedures. Resolving/fulfilling incidents/service requests that are in scope. Technical Escalations - escalating incidents/service requests that cannot be. resolved/fulfilled within agreed timescales or are out of Service Desk/1st Line scope, to the next level technical team which may include 3rd Parties or other non-Assurance functions . Engaging and arranging external technical and non-technical support where hands and eyes support are required on-site. Following-up with external technical and non-technical support organizations including 3rd parties until incident/request resolution/fulfilment. Managerial Escalations escalating incidents/service requests that are at risk of failing or have failed agreed SLAs/OLAs, or that are out of scope, which may include 3rd Parties or internal roles (e.g. Service Manager, Account Manager). Keeping customers informed of progress. Owning incidents/requests from ticket creation to resolution/fulfilment/closure. Closing all resolved/fulfilled incidents/requests and other queries. Communication with customers keeping them informed of incident/request progress, notifying them of impending changes or agreed outages, etc. Ensure the Configuration Management System (CMS) is maintained/updated. Maintain an exceptional level of customer service during any engagements with Customers/3rd Parties/Internal Teams. Ensure communication at all times is clear, concise, meaningful, professional and efficient. Provide feedback to appropriate Line Manager on how the Service Desk (Tier 1 and Escalation Management) and supporting functions can improve. Identify need for Problem Management for reoccurring Incidents/Events. Experience 12+ x months experience in Customer Service/Contact Centre/Help Desk/Service Desk role (must). 12+ x months in a process driven organization (must). Experience working in a multi-cultural/international environment (desirable). Experience in fault diagnosis/troubleshooting and fulfilling requests (must). Knowledge General ICT/Telecommunications industry understanding (must). Awareness and understanding of process framework(s) ITIL Foundation/ITIL Operations (desirable). Essential Criteria: Technical Knowledge and understanding of TCP/IP protocol stack and OSI layering (OSI model). Knowledge and understanding of different types of common WAN connections. Knowledge and understanding of Transmission networks and technologies: Fibre optics, Colocation, PDH, SDH, ATM, Wavelength, Ethernet, xDSL. Understanding of Cisco/Juniper hardware/software routers/switches. Understanding the basic functions of the following protocols: DNS, BGP, DHCP, IPv4 (CIDR), TCP/UDP, VPN, VLANs, HSRP/VRRP. Experience with Cisco/Juniper OS on CLI using show commands to troubleshoot issues

Employement Category:

Employement Type: Full time
Industry: Manufacturing
Role Category: Manufacturing
Functional Area: Not Applicable
Role/Responsibilies: Network Engineer Tier 1

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Keyskills:   Customer Service Service Desk Troubleshooting TCPIP OSI Model Juniper DNS BGP DHCP IPv4 TCP UDP VPN HSRP VRRP ITIL Contact Centre Help Desk Fault Diagnosis WAN Connections Transmission Networks Cisco VLANs