NOC 2nd Line IT Engineer - Fujitsu Technology Solutions

Fujitsu Technology Solutions
logotipo - NOC 2nd Line IT Engineer - Fujitsu Technology Solutions

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Overview and Responsibilities
Part of the NOC Operations Team.
Responsible for technical support on Client Networks.
■ Min. 2 Years of networks experience.
■ Good analytical and fault finding skills

Responsibilities include providing a responsive service across contract, delivering the following functions:
■ Providing a high level of support and advice to the 3rd line (on-site) support and account team.
■ Involved with small to medium sized project work with supervision from implementation team. (Includes MSCs & Planned work requiring assistance from the NOC)
■ Mentor to TSS2 engineers, as well as training and coaching all team members.
■ Takes ownership of incidents and progresses them through to resolution.
■ Takes escalations from TSS2 engineers and ensures all high severity incidents are escalated to the IM (Incident Management Team).
■ Investigate service improvements and make recommendations based on investigations and experience
■ Able to work in a team or on their own with little or no supervision.
■ Produce and present service reports using tools available, e.g. E-Health.
■ Perform known, existing implementation solutions, return to baseline configuration of routers and switches if and when required.
■ Takes ownership of more complex issues than at TSS2 level.
■ Escalates to TSS4 and SDM where required.
■ Stands in for team leader when needed.
■ Well established, self-sufficient team member.
■ Takes escalations from SDM and TSS2.
■ 3rd party management where technical dialogue is required with 3rd party engineers.
■ Detailed analysis of logs and other output from network devices.
■ Packet capture analysis.
■ Provide feedback for AiS.
■ Take ownership of the NOC Team Leaders/Escalation mobile and respond to all escalations accordingly.

Setor de atividade/indústria
Tecnologias de Informação
Categoria e subcategoria de profissão
IT e Telecomunicações - Redes, Comunicações e Segurança
Cisco, WLAN, LAN, Brocade, access points