CSC Support Services Engineer in Basildon, United Kingdom
Role PurposeØ Perform support services and Incident management from 1stto 3rdline level for all products in the DI portfolio. Ø Provide remote assistance for DI customers including, configuration changes, software upgrades and full in-depth root cause analysis. Ø Provide support to the Project teams as part of an implementation under the guidance and instruction of the Project Manager and/or carrying out single product installations for Infoblox as Architect/Lead engineer. Ø Producing design documentation for Infoblox engagements Ø Maintenance and development of the lab environment To participate in the on-call rota (1 week in 4) Candidate Profile Ø Must have previous Support experience within the Security and Network infrastructure arena. Ø Must have experience and a high level of understanding and experience with DI’s vendors including Infoblox, Aruba, Palo Alto, Juniper, Pulse Secure and Extreme Ø Demonstrable experience in deploying and supporting Infoblox with a minimum of 5 years’ experience Ø Excellent Inter personal skills with a focus on service excellence. Ø Strong communication skills Ø Ability to continually adhere to high quality DI support delivery standards Ø Willingness to assume full ownership and responsibility for all assigned incidents and tasks, but with an understanding of the necessity to escalate at the appropriate time to maintain client SLA Ø Able to forge close professional working relationships with all DI teams and with DI customers Ø High degree of enthusiasm, energy, drive, self-motivation and flexibility on a day to day basis Ø Understands the requirement for consistent and timely communication, often in high pressure situations with client pressure Ø Understands the ITIL framework and the importance of process adherence across Incident, problem and Change management. Ø Ability to work under pressure, especially during client outages and major issues Experience of using Salesforce.com Key Accountabilities Ø Receiving, logging and dealing with customer calls and incidents. Ø SLA management of assigned calls and incidents Ø Act as final escalation point and ‘go to person’ for all Infoblox related issues Ø Implementation specialist in Infoblox and high level of experience and understanding around 3 or more product/technology areas in the Data Integration portfolio Ø Producing full design documentation for Infoblox engagements including scoping requirements, advising on requirements and full delivery as documented in the design. Ø Participation in the DI out of hours on call rota. Ø Maintaining client documentation and information as required Ø Responding to client monitoring alerts and assuming ownership until resolved. Ø Maintenance and development of the lab environment Ø Recreating customer issues for escalation to vendor where applicable Ø To provide advice, guidance and assistance to peers and wider DI engineer teams Maintaining product certification in line with core vendor requirements Key Competencies
Necessary:Ø FE/HE level IT related education or equivalent experience Ø Possess accreditations with key vendors, specifically Infoblox CICA, CICE and CIST certifications Ø Experience of Infoblox design, deployment and support Ø Palo Alto ACE 7 and/or PSE accreditation certification with support experience Ø Demonstrable troubleshooting skills Ø L2 & L3 networking and security concepts Ø Full driving license and access to a car
Advantageous:Ø Palo Alto Networks PCNSE 7 Ø Core Vendor Post Sales accreditations Ø Certifications and/or experience with at least one of the following vendors/technologies: o Extreme Networks o Aruba o Pulse Secure o Juniper Networks o Aerohive o Virtualisation o Load balancing o Fortinet Bluecoat We can offer a competitive salary package and Closing date for applications is 25th July 2017.
Job: *Network Services
Title: Support Services Engineer
Location: UNITED KINGDOM-ESSEX-Basildon
Requisition ID: 1700LH8