Highly Skilled Network Operations Specialist
1 week ago
We are seeking an experienced IT professional to join our team as a Network Services Engineer. This is a challenging role that requires strong technical skills, excellent communication skills, and the ability to work in a fast-paced environment.
The successful candidate will have experience working with complex network systems, ticketing tools, and vendor management. They will also have a strong understanding of IT service management principles and be able to apply them in a real-world setting.
Key Responsibilities- Proactively monitor work queues and provide support to clients for highly technical or sophisticated issues.
- Work independently to perform operational tasks and resolve escalated incidents within agreed Service Level Agreements (SLAs).
- Identify, investigate, analyze issues, and log them in a timely manner.
- Capture relevant information for immediate resolution.
- Provide fourth-level support for escalated incidents and identify root causes.
- Share knowledge and document it for others to resolve issues.
- Communicate with other teams and clients for extended support.
- Act as emergency support contact for critical client and business-impacting issues.
- Ensure shift handover process highlights key escalated open tickets and upcoming operation critical tasks.
- Support, track, and document change implementation.
- Escalate tickets to management with updates as required.
- Identify, contribute, implement, and work with automation teams for effort optimization and routine task automation.
- Excellent proficiency in change management processes.
- Deep technical skills in relevant functions.
- Excellent client service orientation and passion for achieving or exceeding expectations.
- Excellent written and verbal communication skills.
- Ability to communicate and work across different cultures and social groups.
- Strong planning and project management skills.
- Ability to maintain a positive outlook at work.
- Ability to work well in a pressurized environment.
- Ability to apply active listening techniques.
- Additional skills proficiency such as Pulse Secure SSL VPN, Virtual Juniper, Palo Alto, Fortinet Firewalls, Cisco Nexus switches, ASR and ISR routers, Cisco ACS, ISE, Meraki switches and access points, Enterprise network architecture, common routing protocols, Network Address Translation, configuring, monitoring, and troubleshooting uplinks to ISPs for DIA, MPLS, and P2P circuits, and familiar with common network management and monitoring tools.
This role offers a range of benefits including opportunities for career growth, training, and development. The ideal candidate will be passionate about delivering high-quality services and contributing to a collaborative team environment.
OthersQualifications include a Bachelor's degree or equivalent qualification in IT/Computing, CCIE Certification, or equivalent. Advanced Managed Services experience is essential, along with advanced knowledge and experience in ticketing tools preferably Service Now.
Previous experience in multiple large Global Enterprise client outsourcing projects is highly desirable, along with advanced vendor management experience and a track record of effective shift-left work management skills.
Emerging technology and trends impacting IT operations are expected to be known by the candidate.
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