L2 Network Engineer

Involved technologies: Cisco Viptela (SD-WAN), Meraki, Cisco Catalyst, HP and Wifi Meraki

The Ideal candidate will have experience with 80%+ of the technologies listed above. They will have 5+ years of experience in Networking demonstrating growth/advancement in their career path over those years. Certifications in any of the required technologies would be highly desirable.

The Engineer (L2) is responsible for providing a service to clients by proactively identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role will maintain a high level of service to clients. Their primary objective is to ensure zero missed service level agreement (SLA) conditions. The Engineer is responsible for managing tickets of medium to high complexity, conducts moderate, advanced and complicated tasks, and providing resolution to a diverse range of moderate to complex problems. This position uses considerable judgment and independent analysis within defined policies and practices. Applies analytical thinking and technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions

Key Roles and Responsibilities:
Ensure that assigned infrastructure at the client site is configured, installed, tested, and operational.
Perform necessary checks, apply monitoring tools and respond to alerts.
Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail.
Assist in analysing, assigning, and escalating support calls.
Investigate second/third line support calls assigned and identify the root cause of incidents and problems.
Report and escalate issues to 3rd party vendors if necessary.
Conduct a monthly random review of incidents and service requests, analyse and recommend improvement in quality.
Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT.
Proactively identify opportunities for work optimization including opportunities for automation of work
Proactivity and autonomy in the realization of infrastructural changes in Network area (coordinating with the Italian HQ)

Knowledge, Skills, and Attributes:
Ability to communicate and work across different cultures and social groups.
Ability to plan activities and projects well in advance and considers possible changing circumstances.
Ability to maintain a positive outlook at work.
Ability to work well in a pressurized environment.
Ability to work hard and put in longer hours when it is necessary.
Ability to apply active listening techniques.
Ability to adapt to changing circumstances.
Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.

Academic Qualifications and Certifications:
Advanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
Relevant certifications depending on technology domain expertise

Required Experience:
Solid years of work experience
Solid experience required in Engineering function within a medium to large ICT organization
Solid experience of Managed Services
Excellent working knowledge of ITIL processes
Excellent experience working with vendors and/or 3rd parties
Excellent experience in working in a highly ITIL oriented and guided environm

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.