Platform Services & Infrastructure Tech Engineer
Platform Services & Infrastructure Tech Engineer
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Job Description
About us
Job Purpose
The Network Engineer position within UTOC (Unified Technology Operations Center) Team is the first point of contact related to network health management. The person in this position is required to work in a team environment under limited supervision and reports to the UTOC Manager. Due to the nature of UTOCs 24x7 support business the Engineer 1 will be on site for network surveillance and event management.
UTOC Team provides communication information and resolution on all network related events to management and our internal customers. As the first point of event management; the Networks Engineers goal is to provide an efficient and effective response to Network issues via triage escalation resolution and followup.
Key Accountabilities
Ability to prioritize alarms and incidents in order to fulfil SLA commitments
Deliver proactive technology monitoring and implement corrective action to ensure optimal performance.
To provide diagnostics and technical updates on incidents to other members of the operations and engineering teams and senior management.
Identify opportunities to improve processes and sponsor the introduction of system changes to improve efficiency.
Work well within our UTOC team and have the ability to work shift pattern.
Proactively monitor technology solutions to ensure events are captured and resolved before they become an incident whilst in the event of a major service outage liaise with all relevant departments to undertake emergency fault diagnostics to resolution.
Escalate issues to Senior Staff/Shift Lead/Shift Manager
Perform incident documentation by creating tickets. Incident documentation includes selection of the affected party prioritization of the incident filling in the mandatory fields such as type and time of incident and a brief description.
Update internal customers and management regarding the status of their inquiries or issues
Research and resolve issues such as documentation requests repeat issues customer followup as appropriate recommend any process improvements and provide shift turn over status.
Be the front line to UTOCs technical support staff by coordinating and routing incidents calls and tickets
Monitor the alarm activity through the Network Management monitoring system
Track incidents where applicable to verify that response times and availability requirements established in the SLA are met.
Create and update tickets with 100% accuracy following established procedures
Execute projects given by Management
Personal Training and Career development
Supervisory/Interpersonal Experience Required
Requires a minimum of 2 years of network surveillance experience or related fields of study.
Exceptional written and oral communication skills.
Must be able to document issues with a high level of accuracy and attention to detail.
Ability to multitask in a fast paced and demanding environment.
Working knowledge of TCP/IP subnetting and the OSI network model
Telecommunication transport technologies
Routing and Switching
Fiber Optics (CWDM/DWDM)
Wireless (Cellular/DAS Microwave WiFi)
Familiarity with server operating systems
BS in a computer science or related field of study
Qualifications
Bachelors Degree or equivalent experience
Typically 0 4 years of related experience and/or formal training in the duties of the position. Entry level for employees with Bachelors Degree or equivalent.
Has sufficient knowledge to independently interpret and follow procedures associated with specific transactions and practices in one broad work process. Actively seeks professional growth. Conducts own work within a defined area of responsibility. Develops knowledge in at least one other process.
Provided with approach procedure or methods to complete new assignments. Follows established procedures.
Maintains effective internal contact within functional area or division and frequently has external contact at peer levels. Implements project plans and responsible for achieving work groups projects and annual results.
More Information
Employment Type
Full Time
