Network & Connectivity Delivery Engineer

About The Role

• Ensure an excellent customer experience.
• Manage varying and fluid workload through tickets and customer interaction.
• Be responsible for ensuring new and solutions changes are delivered successfully, on time and within any financial requirements laid out.
• Provide support to both Network & Connectivity practice colleagues and other teams in ensuring customer solutions are available and operating as designed.
• Work closely with other internal teams to build and develop our product offering and customer credibility.
• Focus on service/technologies relating to Secure Digital Networks including but not limited to (SD)WAN, LAN, MPLS, Firewall and SSL VPN.
• Knowledge of service/technologies relating to Cloud and Cyber solutions.
• Identify improvements to increase efficiency and effectiveness of the team.
• Assist in proactively evaluating tools that aid and simplify working practises.

Responsibilities include:

• Ensuing the successful completion of activities associated with customer delivery activity.
• Maintaining the highest levels of customer service and satisfaction via direct customer communication against all interactions
• Technical planning and involvement in the broader delivery process.
• Task management and work scheduling
• Proactively engaging with the Project Management Office to ensure timely delivery of components in support of the solution specification.
• Following correct process including utilisation & administration of Service Group tickets
• Creating and updating technical documentation ensuring it is stored in defined location(s)
• Customer testing and successful hand-over into operational support
• Support in the pre-and post-sales design activities to ensure that customer solutions are technically sound and supportable long term
• Act as a point of escalation within the team supporting customers as required by business needs or direction of the management team.
• Document technical and process lessons learned and share those lessons with team members to enable continuous improvement, consistency and excellence in quality.
• Continually seek opportunities to increase customer satisfaction and deepen client relationships.
• Support the Product team with testing and development as required to ensure technical product releases and enhancements are delivered on time and on budget.
• Comply with and help to enforce standard policies and procedures.
• Handover of customer’s solutions to in-life support ensuring that any network diagrams, special instructions or supporting documentation specific to the customer’s environment are clearly described and logical.
• The support of out of hours work as required and involvement in an out of hours on-call rotation.
• Provide training to develop team members through good product knowledge, passion and commitment.

Teams to collaborate with

• Customer Experience and Managed Services - ensure we are consistently providing the best service to our customers, proactively monitoring their needs, and integrating their feedback into our future portfolio and propositions
• Customer Success and Growth - ensure that the portfolio is up to date, meets customer needs and enables cross and up selling.
• Finance and Corporate Development - contribute to the budget process for portfolio and propositions development
• HR and People - support recruitment and learning and development strategies to develop industry leading product and service offerings.

About You

Essential

• Be a self-starter with desire to learn new technologies and ways of working
• Have a proven record of accomplishment in providing customer support and understand that the customer experience is critical for success.
• Understand the principles of change and delivery, including planning, risk assessment, scheduling and testing within a similar environment.
• Be highly motivated, pragmatic and energetic team player, positive, determined and driven with a can-do attitude.
• Have a strong understanding of network principles, design methodologies and operational environments
• Have demonstrable practical experience (2 years) working with the following technologies, in a build, deploy and support environment:
  
  • Routing - Cisco / Draytek / Meraki.
  • Firewalls - Juniper / Cisco ASA / Fortinet.
  • DSL, SOGEA, FTTC/P, Mobile Broadband, Ethernet and Lease Lines.
  • SSL VPN technologies (Juniper / Pulse / Fortinet)
  • Data centre network technologies.
  • Protocols and technologies (SNMP, SIP, RTP, Netflow, BGP, OSPF, QoS, MPLS, HSRP and EIGRP)
  • Relevant technical qualification (CCNP, Fortinet NSE5 etc.)
  • Have a working knowledge across cloud and security services/technologies: including but not limited to Azure, AWS, Load Balancing and Domain Names and DNS Management
• Ability to work in a highly pressurised environment in terms of volume and intensity of activity.
• Proven collaboration skills and strong written/oral communication skills.
• Experience of writing technical customer documentation.
• Ability to deliver against goals as part of a team or as an individual.
• Experience of data centre network technologies.
• Ability to translate technical language for the appropriate audience

In addition, the following are highly desirable:

• Previous experience within a managed service provider, professional services or telecommunications environment.
• Hands on provisioning and troubleshooting experience with Voice technologies (Avaya, Cisco call Manager, Hipcom etc),
• Technical and relevant non-technical qualifications (such as Fortinet NSE4).