Key Roles and Responsibilities:
- Deliver technical solutions to clients and take responsibility for the standards of work, project sign off and client satisfaction.
- Provide client support, assisting with troubleshooting and design, configuration and escalated problem management.
- Act as key project team members charged with the analysis of client and technical requirements, specifications development, solution design and development, and in some environments may consult on testing and deployment processes.
- Expected to be technology leads for specific technologies and to use their deep knowledge of these technologies to propose enhancements.
- Interact with clients on site to meet complex requirements of a solution.
- Escalate unresolved problems and issues to the relevant third parties.
- Respond to escalated client requests and support client applications to a first line resolution.
- Escalate complex problems to the relevant third parties.
- Write reports and proposals and complete and maintain project documentation.
- Assist with the documentation of standard operating procedures relating to installations and fixes.
- Act as coach and mentor to more junior Implementation Engineers and Technicians.
- Assume responsibility for the co-ordination of the activities of the Engineers, in line with performance targets.
- May be required to serve periodically on the customer service desk, providing third line telephonic, remote and on-site support and problem management.
- Included in higher complexity design work, with input to the design expected.
- Expected to take ownership of relevant technologies according to domain or specialization.
- Knowledge, Skills, and Attributes:
- Good understanding and appreciation of technical design and business principles
- Demonstrates project management and administration ability.
- Good project skills which are demonstrated in the execution of installations and other assignments.
- Demonstrate 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.
- Ability to coach, mentor and provide guidance to team members.
- Good understanding of project management principles
Academic Qualifications and Certifications:
- Computer Science / Information Technology Degree or equivalent together with specialized training in new technologies and legacy systems or equivalent
- CCNP (SDN, ACI, SDA, SD-WAN, DNAC), Meraki
- CCNP (Wireless, Meraki)
- ACMA, ACMP, ACCA, ACCP
- ACFE, ACSE
- JNCIA, JUNCIP-ENT, JCIA-MistAI
- CCSE, PCNSE, NSE4
- SolarWinds NPM, NCM
- CCIE – highly advantageous
- F5 Certified Technical Specialist (30X track) – highly advantageous
- Nokia GPON – highly advantageous
- Project management certification
Required Experience:
- At least 5 – 8 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 designing and building complex LAN and large WAN.
- Expertise in routing/switching technology, including BGP, OSPF, etc.
- Experience in designing and building complex data center network with Software Defined Networking (SDN) solutions such as SD-WAN, Cisco ACI, VMware NSX or any OpenFlow protocol.
- Experience in designing and 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 designing and building complex campus network with Software Defined Access (SDA) solutions from Cisco or any other SDA vendors.
- Experience in network automation via scripting (e.g., Python, Ruby) or tools (e.g. Ansible, Algosec, Chef)
- Experience in designing and building network security (Checkpoint, Palo Alto, FortiGate, Cisco firewall, IDS/IPS, VPN, SSL), Content Networking (cache, load balancer, F5, etc.)
- Experience in project management methodologies
