Network Engineer

4 weeks ago

vadodara, India Civica India Full time

Role Purpose: The role will require the person to proactively monitoring the Civica internal and customer infrastructure to ensure a stable and reliable platform, also assist with the upkeep on the Cisco network estate (patch management, proactive maintenance etc). Generally this role is managing and contributing to improving the health of our network estate.Job Description (Essential Competencies)Minimum 3+ years of relevant experience with required skillsCommitting to the customerUnderstand who the customer is and what their needs are; develop on-going relationships through quality of service provided and management of customer expectations. The behaviors/attitudes relevant to this are:Able to put the customer at ease and deal sensitively with issues/complaintsCollaborate with others to achieve high standards of customer satisfaction and escalate anything that cannot be resolvedDelivering the Support ServiceRecord and manage customer incidents, problems and service requests through to resolution. The behaviors/attitudes relevant to this are:Act as a point of reference for queries from other team membersUse expertise to reach effective resolution and prevention of future incidentsCommunicating EffectivelyDemonstrate active listening and get message across in written, verbal and face-to-face communications (and understand when to choose the appropriate medium). The behaviors/attitudes relevant to this are: Understand the need to adapt your style to suit the customer; communicate in a clear and confident mannerTeam WorkingWork cooperatively with others in achieving customer satisfaction and team goals. Share information and knowledge and understand how work of other teams relates to own. The behaviors/attitudes relevant to this are: Demonstrate proactive approach in building relationships with othersManaging Customer Service LevelsManage the performance of support service; manage customer expectations and enable effective resolution/completion of service incidents, problems and requests for change. The behaviors/attitudes relevant to this are: Monitor individual performance metrics and liaise with managers and customers to ensure SLAs are not breachedContributing to Continuous ImprovementUnderstand the need for change and respond positively; take ownership for suggesting improvements and seeing them through. The behaviors/attitudes relevant to this are:Able to quickly modify priorities and actions to meet customer requirementsPut current processes to the test and think of a better way; document the process and utilizeMandatory Skills:Understanding of Network Concepts - 2 to 4 YearsStrong knowledge of Network Cabling, Hardware Technology, Network Monitoring tools - 2 to 4 Years - 2 to 4 YearsRemote Support & Remote Administration - 2 to 4 YearsStrong knowledge on Network operations environment, systems, protocols and services - 2 to 4 YearsAble to handle Customer requests via internal trouble ticketing systems - 2 to 4 YearsExpertise in Managed Hosting, Datacenter, WAN and ISP network services. - 2 to 4 YearsExperience of working with Cisco routing, switching and security services (predominantly ASA, Firepower and IPS) - 2 to 4 YearsPast experience with following protocols and concepts: BGP, OSPF, EIGRP, TCP/IP, UDP, HSRP/VRRP/GLBP, DNS, ARP, HTTP, SSL, STP, Trunking, VLAN etc. - 2 to 4 Years

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