IT Network Support Engineer

Job Description

Key accountabilities
• To respond to requests for work from the Serco Middle East Service Desk, Infrastructure Team and Management Team, to attend both supported sites and systems to investigate and resolve incidents reported by end users
• Determine the actions required to resolve incidents through the use of own technical experience, escalating to in-house expertise as required or by bringing in external support to minimize the impact of system failure to individual customers and the organisation as a whole
• Undertake system fault finding, diagnosis, repair and re-commissioning tasks (as necessary) of including but not limited to network devices such as Firewalls, Routers and Switches
• Basic understanding of Network Monitoring Tool, and understanding of SNMP and other Network Monitoring Protocols
• Undertake system repairs from the point the call is assigned until the system has been returned to service and proven to be operational (within defined Service Level Agreements)
• Interfacing with the Service Desk Agents and the incident management tool to accurately record all actions undertaken
• Undertake
• Hardware installation configuration diagnosis and rectification
• Operating system installation, configuration diagnosis and rectification
• Application installation, configuration, diagnosis and rectification
• Basic Firewall rules creations, modification. Route additions and VPN provisioning
• Responsible for the effective escalation in cases where the incident resolution progress is being hindered/stalled in any way
• Communicate/escalate all high priority incidents ensuring that the communication process is adhered to
• Ensure that service availability and performance meet published Service Level Agreements
• Ensure all agreed operational policy and procedures are adhered to
• Liaison with other elements of the Service Delivery, Project Management and the customer to ensure effective customer focused resolution of incidents and service requests
• Accurately record and submit (within a timely manner) all routine documentation including visit reports, timesheets and other related administration
• Where necessary, provide on-call or on-site support outside of normal business hours
• Basic understanding of Routing protocols such as OSPF, BGP, EIGRP and RIP
• Basic understanding of Security including but not limited to Fortinet Firewalls, Cisco ASAs, ISE and MacAfee IPS
• Understanding of switching technologies, STP, SPB and vPC
• Hands on Experience on Cisco Routers, Fortinet Firewalls, and Switches
• Basic understanding of Wireless Technologies, and hands-on experience on Cisco WLC controllers
• Ensure compliance with the Serco Management System (SMS) and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards
• Ensure security and integrity of all data provided including reporting performance, finance and customer information; reference Serco non-disclosure policy
• To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference SMS GSOP-HSE1-6 Serco organisational HSE responsibilities
• Ensure compliance with all training requirements of Serco and ensure adherence to these requirements at all times whilst in employment
• Report any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process