Consultant/Senior Professional, S&IT3rd Line Support

Job Description

Support Engineer WAN/MAN/TPNC:Advanced Troubleshooting on Cisco WAN/MAN/TPNC RoutersImplementation and change management of WAN/MAN/TPNC changes (e.g. OS upgrades) and ensure all work is carried out to a high standardHandle incident events (L3) and Incident/Problem escalation according to the defined standardsProvide Technical Support during major incidents and troublshooting assistance for complex operational issues impacting network performanceProvide Root Cause Analysis for Low, Medium and High Severity Incidents.Responsible to document all Troubleshooting activities into the incident record/ticketCo-ordinate with onsite operation teams to resolve regional/global problemsFurther development of existing network infrastructureProvide a technical point of contact between user/IT groups to ensure effective supportProject collaboration with Implementation and Engineering teamsInterface to external vendors to ensure high standard of fault resolutionsDevelop good technical awareness of new product developments in emerging technologies.Manage own work effort effectively with minimum supervisionWork on own initiative, recommending and implementing improvements to the network.Mentoring and raising the technical skills of level 1 and 2 engineersRisk Analysis and Validate Changes to minimize the impactAssist with internal and external audit requestsSupport Engineer WAN/MAN/TPNC:Essential Skills & Experience (key competencies)The job holder should have strong skills in networking with a minimum of Six years relevant experience. The job holder will need a broad skill-set, coupled with the confidence and technical ability to consult at many levels. Specifically the experience should cover the following areas (a formal qualification in electrical, electronic or IT Engineering would be beneficial):Work Experience/Background of Support Engineer WAN/MAN/TPNC:A minimum of Six years of experience working in a network control environment and experience in all of the following areas:Good understanding of all key technologies in Data Networks including traditional WAN and SD WAN and knowledge of Cisco products including Cisco s SD WAN (Viptela) technologyRouting protocols (e.g. EIGRP, BGP, OSPF)Experience in Cisco products is essential (e.g. ISR G3, ASR 1000, vEdge 2000/5000)Good troubleshooting skills on QoS technologies on Layer 3Strong problem solving and analytical skillsStrong understanding of TCP/IPFamiliar with Monitoring tools (e.g. Smarts, SevOne)Familiar with NGSD and Service Now for Incident/Change ManagementIn addition the jobholder will need to have had hands-on experience with Network General Sniffers (e.g. Niksun) and a good understanding of all network protocols (e.g. TCP/IP & UDP, SNMP, FTP, TFTP, SSH, IPSec, IPSLA, NTP)Requirements of Support Engineer WAN/MAN/TPNC:Degree in IT (Networks or Telecommunication preferred)Minimum of 6 years of experience in an Enterprise Network environmentExperience in the financial industry preferredCertifications:Candidates with the following certifications would be preferred.Cisco Certified Network Professional (CCNP/CCIE) or equivalentTechnical/Business skills & KnowledgeThe jobholder must be skilled in fault finding and analysis for the technologies mentioned above. They would also need good communication and interpersonal skills in order to successfully deal with senior users. Project management skills will be required as the jobholder will be responsible for proactive improvement projects within the operation teams.Support Engineer Voice access:Advanced Troubleshooting on Oracle SBC and Sonus SMG.Implementation and change management of Voice Access changes (e.g. OS upgrades) and ensure all work is carried out to a high standardHandle incident events (L3) and Incident/Problem escalation according to the defined standardsProvide Technical Support during major incidents and troubleshooting assistance for complex operational issues impacting network performanceProvide Root Cause Analysis for Low, Medium and High Severity Incidents.Responsible to document all Troubleshooting activities into the incident record/ticketCo-ordinate with onsite operation teams to resolve regional/global problemsFurther development of existing network infrastructureProvide a technical point of contact between user/IT groups to ensure effective supportProject collaboration with Implementation and Engineering teamsInterface to external vendors to ensure high standard of fault resolutionsDevelop good technical awareness of new product developments in emerging technologies.Manage own work effort effectively with minimum supervisionWork on own initiative, recommending and implementing improvements to the network.Mentoring and raising the technical skills of level 1 and 2 engineersRisk Analysis and Validate Changes to minimize the impactAssist with internal and external audit requestsWell also need to see these on your CVPerson Specification:Essential Skills & Experience (key competencies)The jobholder should have strong skills in networking with a minimum of Six years relevant experience. The jobholder will need a broad skill-set, coupled with the confidence and technical ability to consult at many levels. Specifically the experience should cover the following areas (a formal qualification in electrical, electronic or IT Engineering would be beneficial):Work Experience/BackgroundA minimum of Six years of experience working in a network control environment and experience in all of the following areas:Good understanding of all key technologies in VoIP and PSTN services.Protocols SIP, H.323, H.428Good understanding of Regular ExpressionExperience in Oracle Acme Packet SBC and Sonus 1K/2K SMGGood troubleshooting skills on VoIP technologiesStrong problem solving and analytical skillsIntermediate understanding of TCP/IPFamiliar with Monitoring tools (e.g. Nectar)Familiar with Call Detail Reporting tools (e.g. PhonEX)Requirements:Degree in IT (Networks or Telecommunication preferred)Minimum of 6 years of experience in an Enterprise Network environmentExperience in the financial industry preferredCertifications:Candidates with the following certifications would be preferred., Qualifications:

• May have a degree qualification (engineering/science) or has served a technical apprenticeship and/or obtained NVQ and/or further education technical qualifications (i.e. HND).
• Qualified to be and possibly member of a professional engineering/science institution and working towards chartered engineer accreditation. Relevant professional experience.

• Good understanding of procedures and application of procedures and concepts within own subject area (and understanding them in the context of the business).
• Experienced and competent in own area.
• Shares own expertise with others.
• Provide guidance and support to others. Completes own role independently or with minimal supervision/guidance.
• Has developed specialist knowledge in one area.
• Applies knowledge/skills to a range of standard and non-standard activities. Interprets client needs, assessing the full requirements.
• Identifies solutions to non-standard tasks/queries.
• Awareness of internal/ external business issues and best practice in own discipline which is then applied to own role.
• Takes action to monitor and control costs within own work horizons.
• Identifies key issues and patterns from partial/conflicting data and can take a broad perspective to problems and spot new, less obvious solutions. Manages own time to meet agreed targets.
• Develops plans for specific work activities in own area over the short-term, which may include forecasting resource requirements.
• Adapts information/style to the audience, explaining difficult issues clearly, to establish consensus and gain agreement.
• Creates informal networks with key contacts within own area.
• Has a comprehensive understanding of professional communities relevant to the LOB and uses the PC development framework to maximise the potential of themselves, their team and the wider BT team.

Keyskills :
sapquality accrualsaccountancy balanceroot cause analysis root causeservice desk fault