Offers “Dxc Technology”

Expires soon Dxc Technology

Network Support Engineer – Routing & Switching, Wireless and Security

  • Port Macquarie (Port Macquarie-Hastings Council)
  • Infra / Networks / Telecom

Job description


·  Job Description:

DXC Technology (DXC: NYSE) is the world’s leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology serves nearly 6,000 private and public sector clients across 70 countries. The company’s technology independence, global talent and extensive partner alliance combine to deliver powerful next-generation IT services and solutions. DXC Technology is recognized among the best corporate citizens globally. For more information, visit dxc.technology

Connect, a DXC Technology Company provides expert managed services around the best technology deployment for your business. Our vision is of a creative, dynamic partnership, achieving fast efficiency gains today and transforming your business to exploit the digital future.

The function of the Network Support Engineer is to to provide both Level2/3 and advanced technical support to customers. The Network Support Engineer is a hand on role and will be required to have an extensive technical background in data networking and security products support. The role encompasses a wide range of responsibilities in the areas of data networking, security and wireless ranging from design, product audits, survey, installation to trouble shooting and support for customers.  Support includes field service activities and possibly a few days per week as and when required onsite at customer’s premises within Sydney region, level 2/3 diagnostics and participate in an after hours on-call roster for customer support nationally.

The additional functions of the role are to manage escalation of complex issues to vendors and seek resolution within a predefined time frame will be very important for the overall success of this position.

The Network Support Engineer role requires the person to have a good technical background in predominantly in Cisco and/or Alcatel Routing and Switching products, Cisco and Aruba Wireless and some network security and  firewall experience would be highly desirable. The role encompasses a wide range of responsibilities in the areas of network trouble shooting with other technical teams and service delivery teams during P1 and P2 cases to support the customer.

The Network Support Engineer may also need to attend internal CAB meetings, customer Technical Review Board (TRB) meetings, also attend onsite and remote conference calls during the P1 and P2 incidences to provide updates both DXC Connect internal team and customers. This position will be based in Sydney, Macquarie Park and may require some travel to customer Data centers and offices.

Role Responsibilities:

·  Design – the design of the customer solution resides with the data engineer.  In some case this will be a design encompassing only data components and can be completed by the data engineer.  In other cases in a more complex environment the solution may involve the other areas of DXC’s business, Voice, and Applications .  In these cases the data engineer will work closely with the other disciplines to ensure the overall solution will work to the customers business requirements.
·  Installations – involvement in the planning and rollout of customer data networks.  These will sometimes be done in conjunction with DXC Project Management, in which close liaison with the PM will be required.  In other cases the data engineer will be responsible for install and rollout of the solution.  Working with the Technical Support Manager Data for resourcing the work appropriately and engaging any sub contractors where necessary.
·  Support - Provide technical data support to customers who have maintenance contracts or are paying T&M rates for maintenance form DXC Data Networking.  This will include remote diagnostics via telephone and dial in to the customer network.  Should onsite attendance be necessary the engineer will attend site themselves or arrange and co-ordinate a field service person or sub contractor to attend.  Ownership of fault resolution is with the Data Engineer through to completion.
·  Presales activity which includes scoping and quoting all data networking and security products and services in the DXC Data Networking portfolio. Customer meetings with sales staff which include presentations, whiteboard design sessions and converting a customers business requirements into a technical solution.
·  Assist with some of the delivery of professional services on wireless network security audit and wireless site survey at customer sites when required.
·  On call after hours support to maintenance customers and NOC customers.
·  Work with staff/vendors to test problems to come up with solutions to fixes, patches etc.
·  Verify the conformity of all the equipment in the customer solution
·  Escalate issues to Vendors when required
·  Raise the quality of standards & quality of services offered, measured on Customer service.  This will include closure time of problems, response times, & customer survey.
·  Be Aware of all costs & tracking.  Adhere to the most economical solution in delivering services
·  Fully support & liaise with the service management team to provide solutions and develop internal and external processes.
·  Ensure all call log reports are completed, and closed within the guidelines required, and that all documentation is forwarded to Customer Support for billing.
·  Work with the team to ensure successful installations are completed, and customer satisfaction is maintained and increased
·  Complete a weekly summary report and timesheet indicating hours spent each week and submit to Technical Support Manager.

Skills and Experience:

·  Certified Cisco CCNP in Routing and Switching.
·  Strong experience with network security, wireless and load balancing technologies.
·  A solid understanding of Cisco data networking products.
·  Proven experience in major incidents management with solid methodologies and attention to details.
·  At least 5 years’ experience in networking and/or a technical management role in technical support and/or incident management roles.
·  Excellent oral, written and customer facing skills in English,
·  Professionalism at all times, with strong customer focus,
·  Good communication skills - Good customer facing experience.
·  Experience in supporting Cisco Data Center Environments would be desirable
·  Experience in supporting Cisco Routing and switching, ASA/FirePower security products
·  Experience in supporting F5 LTM, GTM and security products
·  Experience in supporting Checkpoint Firewall security products
·  Experience in managing major incidents and working with technical team of L2/L3 network engineers.
·  5 years+ experience working with Cisco networking products in a project and support engagement
·  Must have experience working in mission critical environments.
·  Must have experience working within ITILv3 service management framework
·  Diploma in Computer Science or Engineering highly desirable
·  Cisco Routing and Switching and/or Security, wireless certifications
·  Training or certification to ITIL process and policies

Trust, Transform & Thrive with a company whose mission is to leading clients on their digital transformation journeys, DXC Technology will be recognized globally as a force multiplier, enabling clients to seize the opportunities presented by today’s rapidly changing technologies

Make every future a success.
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