Network Engineer

Role Purpose The role will require an Infrastructure Engineer with knowledge

of wide area IT infrastructure technologies to support 1st and

2nd line support.

The role will also require the person to proactively monitoring the

Civica internal and customer infrastructure to ensure a stable

and reliable platform, also assist with the upkeep on the Cisco

network estate (patch management, proactive maintenance

etc).

Generally this role is managing and contributing to improving the

health of our network estate.

Principal Accountabilities Service customers:

• Working in a 24 hour / 7-day rota, engage with customers

by digital channels to address incidents and service

requests, and process them in line with current service

levels and current Civica policies and procedures.

Be accurate:

• Maintain accurate records of work completed, Proactive

infrastructure monitoring with SCOM, Opsview, Zabbix

and other alerting mechanisms which includes wide

variety of systems including LAN/WAN, network

quipment, servers, storage, core applications, changes

made, customer interactions in line with data protection

laws and Civica policies, and on the systems designated

by Civica.

Compliance:

• Adhere to current Tech Centre Service Management

policies, processes and procedures (e.g. ticket handling

policy, incident management, request fulfilment and

problem management).

Professional development:

• Maintain and develop your customer skills, technical skills

and knowledge of current Civica process and procedures

so that you can perform your role in line with the

requirements of the business, as advised by or agreed by

your line manager.

Continuous Improvement

• Provide Continuous feedback and tuning of monitoring

systems

• Feedback to improve existing knowledge management,

suggest requirements or content for new knowledge

management and if directed by line management, create

Company Confidential

Network Engineer – Job Description

new knowledge management articles

• Suggestions to improve policies, processes, procedures

and operations

• Support to continuous improvement through active

participation

• Notify multiple resolver teams of service affecting

incidents in a 24 x 7 environment

Work Management:

• Take personal responsibility for managing your time

effectively and proactively. For example, in meeting any

performance standards on utilization, engage/approach

your line manager/management when you are under and

over utilized.

Be part of the team:

• Work in a manner that embraces Civica culture and

values, and participate where possible in Service Centre

team activities

Meet operational targets:

• Meet productivity and quality performance standards for

customer experience, compliance and operational

excellence set from time to time by line management, for

example utilization, attendance and workload. Meet

contribution standards for knowledge management and

continuous improvement set from time to time by your

line manager.

• Fulfil personal objectives

• Meet SMART objectives set by your line manager

through the Civica performance management process.

Essential Competencies Minimum 3+ years of relevant experience with required skills

Committing to the customer

Understand who the customer is and what their needs are;

develop on-going relationships through quality of service

provided and management of customer expectations. The

behaviors/attitudes relevant to this are:

• Able to put the customer at ease and deal sensitively

with issues/complaints

• Collaborate with others to achieve high standards of

customer satisfaction and escalate anything that cannot

be resolved

Delivering the Support Service

Record and manage customer incidents, problems and service

requests through to resolution. The behaviors/attitudes relevant

to this are:

• Act as a point of reference for queries from other team

members

• Use expertise to reach effective resolution and prevention of

future incidents

Communicating Effectively

Demonstrate active listening and get message across in written,

verbal and face-to-face communications (and understand when

to choose the appropriate medium). The behaviors/attitudes

relevant to this are:

• Understand the need to adapt your style to suit the

customer; communicate in a clear and confident manner

Team Working

Work cooperatively with others in achieving customer

satisfaction and team goals. Share information and knowledge

and understand how work of other teams relates to own. The

behaviors/attitudes relevant to this are:

• Demonstrate proactive approach in building relationships

with others

Managing Customer Service Levels

Manage the performance of support service; manage customer

expectations and enable effective resolution/completion of

service incidents, problems and requests for change. The

behaviors/attitudes relevant to this are:

• Monitor individual performance metrics and liaise with

managers and customers to ensure SLAs are not

breached

Contributing to Continuous Improvement

Understand the need for change and respond positively; take

ownership for suggesting improvements and seeing them

through. The behaviors/attitudes relevant to this are:

• Able to quickly modify priorities and actions to meet

customer requirements

• Put current processes to the test and think of a better

way; document the process and utilize

Requirements

Mandatory Skills:

Understanding of Network concepts

Strong knowledge of Network Cabling, Hardware technology,Network Monitoring tools

Remote Support and Remote Administration

Strong knowledge on Network operations environment systems, protocols and services

Able to handle Customer requests via internal trouble ticketing systems.
Expertise in Managed Hosting, Datacenter, WAN and ISP network services.
Experience of working with Cisco routing, switching and security services (predominantly ASA, Firepower and IPS)
Past experience with following protocols and concepts: BGP, OSPF, EIGRP, TCP/IP, UDP, HSRP/VRRP/GLBP, DNS, ARP, HTTP, SSL, STP, Trunking, VLAN etc

Last updated on Aug 21, 2024