L2 Network Support Engineer

The L2 Network Support Engineer works within the DXC Network Operations Center. Monitoring alerts via the network management tool suit, undertaking troubleshooting activities and remediation. Also carrying out configurations via change management, maintenance, and upgrades. Strong analytical thinkers who enjoy solving problems, successful NOC Engineers thrive in a high-pressure environment with shifting priorities. NOC Shift Engineers can assess a situation and determine tactical steps forward using their technical knowledge. In addition to these general skills and personality traits, we are seeking NOC Engineer candidates with the following skills.

The successful candidate will be responsible for diagnosing and resolving network faults at the 2nd line (L2) through proactive alarm management and those escalated via the service desk. The Technician will take ownership of complex investigations and work closely with 3rd Line to own and resolve complex issues. Management of 3rd party vendors and customer liaison will also be required.

Core Deliverables

The support consultant TS’s role is important to the functioning of the customer’s managed infrastructure and services.

− Part of the reactive service team the support consultant TS is responsible for resolving all incidents for the customers managed by the delivery team.

− The time to resolve an incident is important, this reduces downtime and allows DXC to meet its contractually defined SLAs.

− Escalation of severe P1 RTOP incidents in a timely manner to engage the Rapid Response team and the shift management team is important (See critical incident handling process above).

Detailed Responsibilities

The Support Consultant TS’s responsibilities & and activities will be described in the scope of the major ITSM processes. As all processes have a strong linkage with other processes there may be overlaps in the activities as well as in the responsibilities within the different roles. The processes we focus on are:

Incident Investigation & Diagnosis

− Configuring, testing, and troubleshooting of network equipment such as Cisco routers/switches and many other Network vendors within the LAN/WAN infrastructure.

− Document all network changes, configurations, Network Operations Centre knowledge library, and shift handover reports.

− Participate in Change management and planning activities.

− You will be required to investigate and diagnose the incident accurately and effectively. Owning multiple incidents, you will need to prioritize your response to the incident based on the Priority and Severity of the issue.

− Define an action plan for detailed diagnosis with the aim to resolve the incident and restore normal service as soon as possible.

− Efficient usage of technical scripts, diagnostic tools, and a known error database is required.

− Liaise with 3rd party providers for assistance in identifying a series of events that may be required.

− Advanced troubleshooting and implementation of solutions in conjunction with vendor and third-party support within the applicable technology platform that you will be responsible for.

− If the customer has specific processes for communication they will need to be followed.

− Regularly update the incident record with your actions.

− If the duration of the incident will exceed the stated SLA you will be required to reprioritize and escalate the issue within your team, engage the rapid response team or a start a management escalation.

− If the incident is a major Priority 1 incident affecting the Key Production Environment (KPE) you will be required to escalate to the Shift Leader / Strategic Incident Manager in a timely manner.

Resolution and Recovery

As potential resolutions to the issue are found you will be required to implement the solution and test that the resolution has fixed the problem. If you have found a new fix to the issue that has not been documented, you may need to update the known error database.

Incident Closure

− Upon closing the incident verify that the categorization and closure code of the incident is correct.

− If there are multiple incidents reoccurring and or the incident is deemed to have a deeper issue that requires root cause analysis or escalation to the problem manager you may be required to initiate a Problem Record.

Service Request Management

You will be required to accept service calls. This requires a good manner and responsiveness to the customer’s issues (See service request guidelines).

Shift Captain

If you are assigned the Shift Captain role you will be responsible to

− help your team members to resolve incidents on time.

− ensure an accurate shift handover to the next shift.

− maintain good communication with the site shift management team.

Problem Management

Problem Initiation.

You will be responsible for the detection and initiation of the Problem record (PMR),-Initial categorization, classification, and prioritization of the problem record.

Change Management

Timely and accurate implementation of routine or emergency changes within the applicable technology platform that you will be responsible for.

Routine IT Operations

− Performing the routine tasks that keep an infrastructure running is a core part of the role.

− The IT operational tasks will be clearly documented and conducted on a scheduled routine basis.

Team Responsibilities

− Build strong working relationships with Operational Team Lead, Service Desk Agents, and Delivery Manager, and your own team members.

− Seek to work face-to-face with more experienced team members to ensure continual learning and skills improvement.

− Maintain a good awareness of the customers’ business and in-depth knowledge of the customer’s environment and support processes.

− Where you have strong skills in a specific area seek to share your knowledge with other team members.

− Where your teammate is involved in a P1 Critical Incident offer help and work together to resolve the incident.

− Complying with the ITSM & SLA standards by observing the Incident Management lifecycle processes.

− Be proactive in anticipating issues or situations that impact service availability and critical response time, and take necessary mitigation steps escalating to management’s attention, where appropriate.

Quality & Improvement

− Contribute to quality and productivity improvement projects, providing analysis of information.

− Provide technical consultation to the Shift Manager, Operational Team Lead, or Shift Manager during escalations.

Ongoing Education

− Follow training plans, requirements, and schedules as outlined by the Technical Supervisor.

− Complete and keep up to date with all Mandatory training. (ITSM, Security Fundaments, Standards of Business Conduct, Environmental Health and Safety, Standards of Personal Conduct).

Case Management

− Ensure all cases are acted upon conscientiously and in the framework expected according to the SLA.

− Provide clear and unambiguous communication within Incident Management case tools with frequent and timely updates.

− Chase outstanding teams for case updates as appropriate, whether internal or external, ensuring that cases are resolved in a timely manner and do not breach SLA, else when required escalate to the Technical Supervisor.

Education and Experience Required:

Bachelor’s degree in computer science, Engineering, Business, or related field or equivalent work experience.

May hold entry-level or intermediate-level certification(s) in the work field.

Typically, 2-5 years of relevant experience.

Knowledge and Skills:

− Minimum of 1- 2 years’ experience in Network management, operational monitoring, and/or end-user support.

− Degree/Diploma in Networking or equivalent certifications (CCNA, CCNP, Wireless, Switching and Routing, and NW-related certifications).

− Minimum of 1-2 years of hands-on technical knowledge of the applicable technology platform that you will be responsible for: Network management

− Must be able to demonstrate troubleshooting and problem-solving skills.

− Strong verbal and written communication skills and ability to work well in a team or individually.

− Good understanding of ITSM\ITIL processes, preferably ITIL-trained.

− Experience managing, supporting, and deploying network infrastructures.