Network Service Engineer

Description of the job

The Network Service Engineer provides service and support capabilities on a through life basis from solution concept, through development into live service delivery and then close down.

The Network Service Engineer is responsible for providing technical assistance and solutions to users and customers via the service desk and providing an interface to other technical stakeholders; including subcontractors. To achieve this, the role is responsible for delivering technical service skills in accordance with defined scripts and processes to resolve incidents.

Direct engagement with stakeholder communities including user groups necessitates the role to be responsible for the performance of the operational service elements that are delivered.

Tasks

Tasks and Responsibilities:

The role holder is required to deliver technical service solutions as a response to customer raised incidents and problems. This will require a strong focus on organising, delivering, monitoring and controlling elements within the delivery of services and the opportunity for participating in continuous service improvement initiatives. Additionally, the understanding and contribution to the delivery and analysis of service reporting including tracking of KPI's & SLA's is a key activity.

Operating within the service desk environment, sometimes on a customer site, the role is responsible for the delivery of contact management and as such, it is critical that communication is fluent and concise to assist users in resolving incidents. This includes managing expectations, perceptions and the attainment of performance criteria.

The key responsibilities of the role are:

• To provide resolution to service incidents and problems, applying diagnosis and maintenance activities.

• Identify and champion opportunities to drive enhanced value and cost savings that ensure services are delivered cost effectively.

• The service must be delivered in line with contractual obligations to avoid organisational exposure and the allocation of service credits, abatements and liquidated damages. Consistently perform and deliver outputs within the service contract time constraints (KPI's, SLA's and CSF's).

• Regular housekeeping activities are carried out on the delivered service in accordance with contractual obligations and continuous service improvement initiatives.

• Actively participate in the attainment of industry standard and vendor specific certifications and processes, including ITIL framework, ISO20000 & ISO27001 accreditation for Services.

• Participate in the company rotating shift and 'on call' program as required by the service contract and company needs.

• Performing initial troubleshooting of faults using the management platform

• Diagnosing and fixing faults within the SLA, either remotely or utilising Field Maintenance Engineers (FMEs) on site.

• Liaising with FME when on site and providing assistance when required.

Skills

The successful applicant will have the following skills and experience:

Mandatory:

• Cisco CCNA would be preferable but experience of Cisco equipments/networks is desirable.
• Previous network Management and Monitoring experience mandatory.
• Proven experience as a network support engineer

Desirable:

• Windows Win7 desktop and server 2012 environments including Virtualisation
• Service Desk methodology i.e. ITIL V3 and newer
• Checkpoint FW Admin
• Bluecoat Web Filter
• Aruba/Clearpass/ Airwave experience though not essential.
• REMEDY ITSM

Guidant Global (Airbus) is acting as an Employment Business in relation to this vacancy.