Responsible for setup and installation of technical systems, applications, or process designs for clients’ purchased or outsourced technology and business process solutions. Works directly with the client to manage initial access, map and transfer data, create process documentation, and train or coordinate training for client users.
Tests and troubleshoots functionality of installed systems; identifies and documents technical issues to be escalated to product and system integration teams for resolution.
Provides feedback based on client experiences to product and professional services teams for product and process improvements. May work directly with clients on-site or provide installation support remotely.
The primary responsibility of the TS Implementation Engineer (L2) is to ensure that client solution requirements are resolved in line with Service Level Agreements (SLA). They perform configurations, action installations and attend to break/fix events.
Key Roles and Responsibilities:
- Own larger portions of an installation, break/fix incidents at a low to medium level of complexity.
- Take responsibility for problem resolution and troubleshooting.
- Respond to escalated client requests and support client applications to a first line resolution.
- Escalate complex problems to the relevant third parties.
- Assist with the documentation of standard operating procedures relating to installations and fixes.
- Compile and maintain project administration.
- Conduct elementary presentations within the customer's organization.
- May be required to perform periodic telephonic duty on the technical service desk, providing second line telephonic support to customers.
- Expected to take ownership of relevant technologies according to domain or specialization.
- Seasoned and experienced professional
- Has full understanding of specialisation area.
- Resolves wide range of issues in creative ways.
- Fully qualified, career level, career journey-orientated
- Uses good judgement in selecting tools and methods to solve problems
- Networks with senior internal and external people in own area of expertise
- Receives little instruction on day-to-day work, receives general instructions on new assignments.
Knowledge, Skills and Attributes:
- Basic understanding and appreciation of technical design and business principles
- demonstrates fundamental project management and administration ability.
- Display customer engagement skills
- Demonstrate relevant domain specialist knowledge.
- Good verbal communication skills
- Client focused and displayed a proactive approach to solving problems.
- Ability to work under pressure.
- Academic Qualifications and Certifications:
- Typically requires demonstrable related experience with a Bachelor’s or equivalent degree; or moderate level experience and a Master’s or equivalent degree; or a PhD or equivalent degree - Computer Science / Information Technology Degree or equivalent together with specialised training in new technologies and legacy systems or equivalent (Preferred)
- CCNA, CCNP Certification
- Aruba Certified ClearPass Associate (ACCA)
- Alcatel-Lucent Enterprise Certified Field Expert (ACFE)
- Alcatel-Lucent Enterprise Certified System Expert (ACSE)
- Juniper Networks Certified Internet Associate (JNCIA)
- Juniper Enterprise Routing and Switching, Professional (JNCIP-ENT)
- Alcatel-Lucent Enterprise Certified System Expert (ACSE) – highly advantageous
- Aruba Certified ClearPass Professional (ACCP) – highly advantageous
- Nokia GPON – highly advantageous
Required Experience:
- Basic work experience in a technical implementation engineering or similar role
- Experience engaging with clients and conducting presentations.
- Basic project administration and documentation experience.
- At least 4 - 6 years' professional technical experience related to software development, systems design and deployment, or networking and infrastructure within a large scale (preferably multi-national) technology service environment.
- Experience in building Enterprise LAN and WAN.
- Expertise in routing/switching technology, including BGP, OSPF, etc.
- Experience in building complex WLAN – Cisco/Meraki/ Aruba/ Alcatel/ Juniper Mist
- Extensive in Network Access Control – ISE/ Aruba ClearPass.
- Extensive hands-on LAN switches: Cisco N9K, Alcatel Omni Switches, Juniper EX switches
- Extensive hands-on Wireless site survey; Post & Pre heatmap generation
- Experience in building Campus network/Data Center with Software Defined Access (SDA) solutions ACI, SD-WAN, DNAC from Cisco. – highly advantageous.
- Experience in network automation via scripting (e.g., Python, Ruby) or tools (e.g. Ansible, Algosec, Chef) – highly advantageous.
- Experience in project management methodologies.
