Primary role is to be a technical customer interface to the remote network support teams. Triaging local network incidents, escalating to network support team where required. Representing AT&T team during post-incident reviews, and network refresh/transformation planning meetings.

This role will become a subject matter expert for the network infrastructure requirements of the OpCo, understanding their connectivity to third parties, customers and business partners. They will collaborate directly with the customer on issues, challenges and requests, converting business requirements to technical requests.

Although not directly responsible for resolving incidents, this role will work in parallel to the helpdesk, representing the team back to the customer and prioritising resolution activities with the customer.

Roles and Responsibilities:
  • Coordinating network troubleshooting and problem determination of incident tickets.
  • Assistance in fault resolution where network related
  • Maintaining a log of work performed and actions required in resolving incidents with identification of root cause where possible with the AT&T problem manager.
  • Reviewing Incidents to ensure all details needed to fix the fault request have been provided.
  • Where there are missing details identify specifically what is needed and liaise with end user or end users technical representative to obtain the missing information.
  • Work closely with AT&T partners and IBM affiliate / IBM Customer 3rd parties to deliver solve incident tickets
  • Follow agreed change control procedures to resolve the Incident
  • Present to AT&T for review and approval of assigned incident fix
  • Communicate progress and status of project work to identified stakeholders.
  • Support complex security vulnerability assessments from vendor notification and identify in a report their applicability to the installed estate.
  • Provide support for the remediation of Health Check findings in the form of recommendations and action plans.
  • Participate in account commercial solutioning by providing local knowledge understanding of the WPP Network estate.
  • Interface with AT&T account architect team to flow down network standards and designs in to the BAU support organisation.
  • Provide technical evaluation of network capabilities to support new and existing services and applications.
  • Suggest and implement improvements to the network infrastructure
  • Identify problem trends and produce exception reporting
  • Analyse end-to-end performance, and take into consideration the complex relationships among protocols, network devices, servers, and applications
  • Carry out implementation projects assigned to you, using established processes, contacts, and standards in a timely and quality manner. Produce appropriate documentation and database entries to support project. Ensure all activities complete and signed off prior to 'go live' date for project.
  • Apply network security principles to your implementations and check designs for compliance.
  • Be familiar with:
o Campus network infrastructures, in particular Cisco products and have practical experience of installing these.
o Ethernet switching, structured cabling, cabling termination types and RJ45 patch-frames
o Network management products, ie. Smarts, Action, Voyance, Vitalnet.
o Cisco network products for Switching, routing, Wireless and Firewalls and activities required in order to install and interface them into existing networks.
o Be experienced in providing remote support utilising network management and analysis tools.
o Be experienced in providing remote support directing none technical hands and eyes resources to assist with problem determination and resolution.
o Communicate useful practical information to the team.

Key Competencies and Skills:
o Technically strong and able to represent the Networks function with other technology or application groups.
o Excellent communication
o Experience-10+yrs relevant experience working as Network engineer with LAN, WAN, Firewall and Wireless products.
o Mandatory qualifications: - Cisco CCNP.
o Desirable Qualifications:- Firewall CCSP, CCNP Security, CCNP Wireless, CCDP in addition to the mandatory one above.

Personal Skills

o Resilient and able to work under considerable pressures
o Approachable and able to deal with people of varying levels, knowledge and experience - especially management and key clients.
o Reliable and committed
o Accepts and identifies ownership and responsibility
o Exercises sound business judgement before taking decisions
o Numerate and accurate (good attention to detail)
o Able to work on a variety of systems using various work processes
o Multitasks to a high level of quality
o Consistently works on own initiative
o Proactive and flexible in approach

Education and Qualifications:

11 days ago - source

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11 days ago