Technical Delivery Engineer (7-12 yrs)

Salary : 10-28 l.p.a

Title of the Position : Technical Delivery Engineer - 3rd Line - Connectivity

Designation : Senior Engineer/Specialist

Work Location : Mangalore / Mysore (Work from Office)

No. of positions : 03

Client from : UK

Business Unit : Application Development

Shifts : UK shift

Summary of the Position :

Our business protects UK organisations with the goal of enabling them to operate effectively and securely in the cloud, by giving them secure platforms to innovate and grow. We support our customers on their digital transformation journey regardless of their maturity. Our vision is to be the UKs number one provider of secure, integrated cloud services to the small to mid-size market.

The Engineers in the team will monitor the Service queues to ensure all client raised cases are dealt within a timely manner. This role focusses on connectivity support up to 2nd line. The core technology vendors support is; Juniper switching and routing, Palo Alto Firewalling, Fortinet SDWAN. They will also be expected to work directly with the tools employed by the client, vendors and suppliers.

This includes a good knowledge of managing support cases raised to ISPs and diagnose issues with products such as 4G, FTTP, ADSL, So GEA to work with circuit providers, and device manufacturer TACs to resolve faults. The 2nd line engineer is a key role in terms of escalation as they will validate referrals from the 1st line Service Desk where a first time fix is not available and progress the ticket onto 3rd line engineer team when appropriate due to technical complexity.

They must also have a good understanding of the ITIL framework, particularly Incident and Change, as the Engineers will often be required to implement planned Changes and emergency fixes.

Roles & Responsibilities (What youll do) :

- Our Technical Delivery engineers have a strong focus on the client and delivery to meet them requirements, resolve issues and provide a professional service to their satisfaction.

- The ideal candidate must have demonstrated responsibility of maintaining and developing the technical skills required to provide these services to our customers in accordance with performance indicators and service level agreements.

- This will include maintaining good customer communication as a point of escalation and pro-actively managing internal support escalations through all supporting levels.

- Day to day expectations include :

1. Responding to Incidents referred to team queue.

2. Resolving Incidents within the customer Service Level Agreement (SLA).

3. Planning, Scheduling and Completing Service Requests and at an agreed time with the customer, within SLA.

4. May be required to be part of on call rota to support out of hours Incidents (approx. 1 in 4 weeks

Qualification & what you have :

- BTech/ Mtech, BCA/MCA, or University degree or equivalent qualification in related discipline

- Relevant technology certifications in at least one associate level as appropriate to the technology specialism of the role :

1. Connectivity (NSE4, JNCA, PCNSA, CCNA)

2. ITIL V3 or V4 Foundation

Experience :

- 5 to 8+ years of professional experience.

- Working with relevant technology and delivering brilliant technical services including proven working experience in installing, configuring, and troubleshooting complex systems and environments.

- Understanding of the ITIL processes, particularly change and incident management

- Proven experience in delivering effective communication

- Experience working in a fast-paced managed services environment desirable.

Shifts :

- Flexible to work in shifts as and when necessary

Skills :

- Excellent verbal and written communication

- Strong collaborative mind-set

- Continuous improvement mindset

- Quick learner who easily adapts to ambiguous situations

- Strong relationship building skills

- Foundation level technical background in at least one of the following :

1. Network Security Device/Firewalls (Fortinet Fortigate, Palo Alto NGFW)

2. Switching/Routing Connectivity (Juniper EX, Juniper SRX)

4. Wireless and mobile technologies (Ruckus, Cisco WLAN, FortiAP, 3G/4G/5G)

5. Logic Monitor (or similar monitoring product)

6. Security