Cross Technology Service Delivery Field Support Engineer
3 days ago
Ensures that the assigned infrastructure at the client site is configured, installed, tested and operational.
- Ensures that any software that is part of the solution is installed and configured according to client requirements.
- Proactively identifies problems and errors as they occur and logs such incidents in a timely manner with the required level of detail.
- Liaises with all stakeholders including client IT environments, carriers and colleagues to expediate diagnosis of errors and problems and to identify a resolution.
- Investigates second line support calls assigned and identifies the root cause of incidents and problems following knowledge articles.
- Responds to and diagnoses all alerts, escalate to L3 Field Engineer when unable to resolve within the stipulated time.
- Ensures incidents are updated with progress and resolution details in a timely manner using the required platform.
- Ensures the efficient and comprehensive resolution of incidents and requests.
- Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes.
- Investigates problems in systems, processes and services and assists with the implementation of agreed remedies and preventative measures.
- Provides second line remote and onsite technical support to clients.
- Provides second line field engineering services to clients.
- Reports and escalates issues to 3rd party vendors if necessary.Follows the required handover procedures for shift changes to ensure service continuity.
**Academic Qualifications and Certifications**:
- Bachelor's degree or equivalent in Information Technology or Computing or related field.
- Professional level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNP, JNCIP, ACMP etc.
Basic understanding of Network routing and switching.
- Moderate level experience in technical support to clients.
- Moderate level experience in diagnosis and troubleshooting.
- Moderate level experience providing remote support in Data Center and Storage technologies.
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