Remote Support Network Engineer (L2)

Job Description

Identify problems and errorsThe L2 Remote Engineer identifies problems and errors prior to or when they occur. He or she will log all such incidents in a timely manner with the required level of detail. They liaise with all stakeholders including client IT environments, vendors, carriers and Dimension Data colleagues to expedite diagnosis of errors and problems and to identify a resolution.Ensure resolution of incidents and requestsThey investigate second line support calls assigned to them and identify the root cause of incidents and problems. They ensure the efficient and comprehensive resolution of incidents and requests. This could involve ensuring that repairs are carried out by coordinating product requests and liaising with other team members. They will also report and escalate issues to 3rd party vendors if necessary. They take full ownership for managing the incident to resolution within the service level conditions. Where necessary, they escalate requests and exceptions to the 3nd line support team. They provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by Dimension Data procedures.Incident managementThey ensure incidents are updated with progress and resolution details in a timely manner using the ITSM Mobile Apps.Shift managementL2 Remote Engineers that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity. They complete and maintain any shift handover schedules, including but not limited to:

• Scheduling hardware/firmware upgrades and repairs with client
• Providing Incident Report on unplanned systems / service downtime information
• Preparing RCA for all business critical incidents and downtime
• Performing software upgrades/patches
• Recovering/escalating if problems encountered before/after the patch installations
• Co-ordination of implementation activities.

Next career steps

• Remote Engineer (L3)

Education required

• Degree or relevant qualification in IT/Computing

Certifications required

• ITIL v3 Foundation
• Cisco Certified Network Professional - Routing and Switching (CCNP-R/S)
• Cisco Certified Network Professional - Wireless (CCNP-W)
• Juniper Networks Certified Support Professional - Enterprise Routing and Switching (JNCSP-ENT)
• Certified Partner SE - WAN Optimization
• Riverbed Certified Solutions Associate - WAN Optimization (RCSA-W)
• 201 TMOS Administration
• Cisco Certified Network Associate - Security (CCNA-SEC)
• Cisco Certified Network Professional - Security
• Check Point Certified Security Administrator (CCSA)
• Check Point Certified Security Administrator NG with Application Intelligence (CCSA-NG AI)
• Check Point Certified Security Expert (CCSE)
• Certified Partner SE - Security
• VMware Certified Professional vSphere
• Cisco Certified Network Associate - Data Center (CCNA-DC)
• Cisco Certified Network Professional - Data Center (CCNP-DC)
• MCSA+VCP, RHCE or equivalent
• EMC Technology Architect, VNX Solutions Specialist Version 8.0 (EMCTA_VNX_SS_V8)
• Blue Coat Certified Proxy SG Professional
• Cisco Certified Network Associate - Video (CCNA-VID)
• Cisco Certified Network Associate - Voice (CCNA-V)
• Cisco Certified Network Professional - Voice (CCNP-V)
• ACIS - Avaya Communication Manager 5.2.1 (ACIS 6006)

Additional certifications (preferred)

• Cisco Certified Internetwork Expert - Routing and Switching (CCIE-R/S)
• F5 Certified Technology Specialist Local Traffic Management (F5-CTS-LTM)
• JNCIA Security
• 301a LTM Specialist Architect Setup and Deploy Security domain
• Cisco Certified Internetwork Expert - Security (CCIE-S)
• Certified Partner SE - Web Security
• Cisco Certified Internetwork Expert - Certification - Data Center (CCIE-DC)
• Blue Coat Certified Proxy SG Troubleshooting (BCCPSGT)

Work experience required

• 6 8 years work experience
• 4+ years experience with troubleshooting and providing remote support
• required in network/ security/ systems/ storage administration and Monitoring Services within a medium to large ICT organisation.
• Working knowledge of management agent, redundancy concepts, remote console architecture, and products within the supported technical domain (i.e. Network, Storage, Security etc)

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Keyskills :
troubleshooting switches routers networking rootcause datacenter servicelevel servicelevels servicedelivery wanoptimization technicalsupport serviceassurance serviceoperations trafficmanagement isco