Network Support Engineer – Routing

DXC Technology (NYSE:DXC) - where brilliant people embrace change and seize opportunities to advance their careers and amplify customer success.

People are the heart of our business. We support each other and work as a team, globally and locally to deliver excellence for our customers and colleagues. We live in more than 70 countries, speak multiple languages and work with over 6,000 customers on almost every continent. We use the power of technology to deliver technology services that move the world.

The function of the Network Support Engineer is to to provide both Level2/3 and advanced technical support to customers. The Network Support Engineer is a hand on role and will be required to have an extensive technical background in data networking and security products support. The role encompasses a wide range of responsibilities in the areas of data networking, security and wireless ranging from design, product audits, site survey, installation to trouble shooting and support for customers.  Support includes field service activities from Monday to Friday  onsite at customer's premises within Port Kembla steel plant, level 2/3 diagnostics and participate in an after hours on-call roster for customer support onsite is also a requirement. Own personal vehicle is required to move around the plant with relevant customer permits.

The additional functions of the role are to manage escalation of complex issues to vendors and seek resolution within a predefined time frame will be very important for the overall success of this position.

The Network Support Engineer role requires the person to have a good technical background in predominantly in Cisco Routing and Switching, Cisco DNAC and Cambium Wireless products, F5 Load balancing and security products, Cisco network security and firewall experience is also key to the position. Any SDWAN, MS Azure and AWS experience would be highly desirable. The role encompasses a wide range of responsibilities in the areas of network trouble shooting with other technical teams and service delivery teams during P1 and P2 cases to support the customer.

The Network Support Engineer may also need to attend internal CAB meetings, customer Technical Review Board (TRB) meetings, also attend onsite and remote conference calls during the P1 and P2 incidences to provide updates both DXC Technology internal team and customers.

The Network Support Engineer belongs to the Data Team of Network Operations and reports to the Network Operations Manager/Technical Team lead.

Key accountabilities

Service accountabilities

• Design – the design of the customer solution resides with the data engineer.  In some case this will be a design encompassing only data components and can be completed by the data engineer.  In other cases in a more complex environment the solution may involve the other areas of DXC's business, Voice, and Applications.  In these cases the data engineer will work closely with the other disciplines to ensure the overall solution will work to the customers business requirements.
• Installations – involvement in the planning and rollout of customer data networks.  These will sometimes be done in conjunction with DXC Project Management, in which close liaison with the PM will be required.  In other cases the data engineer will be responsible for install and rollout of the solution.  Working with the Technical Support Manager Data for resourcing the work appropriately and engaging any sub contractors where necessary.
• Support - Provide technical data support to customers who have maintenance contracts or are paying T&M rates for maintenance form DXC Data Networking.  This will include remote diagnostics via telephone and dial in to the customer network.  Should onsite attendance be necessary the engineer will attend site themselves or arrange and co-ordinate a field service person or sub contractor to attend.  Ownership of fault resolution is with the Data Engineer through to completion.
• Presales activity which includes scoping and quoting all data networking and security products and services in the DXC Data Networking portfolio. Customer meetings with sales staff which include presentations, whiteboard design sessions and converting a customers business requirements into a technical solution.
• Assist with some of the delivery of professional services on wireless network security audit and wireless site survey at customer sites when required.
• On call after hours support to provide network support and preventative maintenance activities.
• Work with staff/vendors to test problems to come up with solutions to fixes, patches etc.
• Verify the conformity of all the equipment in the customer solution
• Escalate issues to Vendors when required
• Raise the quality of standards & quality of services offered, measured on Customer service.  This will include closure time of problems, response times, & customer survey.
• Be Aware of all costs & tracking.  Adhere to the most economical solution in delivering services
• Fully support & liaise with the service management team to provide solutions and develop internal and external processes.
• Ensure all call log reports are completed, and closed within the guidelines required, and that all documentation is forwarded to Customer Support for billing.
• Work with the team to ensure successful installations are completed, and customer satisfaction is maintained and increased
• Complete a weekly summary report and timesheet indicating hours spent each week and submit to Technical Support Manager.

Additional Responsibilities

• Promote the DXC image of a Company which guarantees customer satisfaction, in accordance with the strategy of the Company.
• Detect and seize every opportunity allowing to promote the Value Added Services activities, both internally and externally.
• Fully support & liaise with all other areas of DXC where required.
• Accept responsibility for own standard of performance and ensure quality results.
• Undertake duties in accordance with health and safety requirements demonstrating a duty of care to own self and others.
• Achieve company objectives in regard to service, sales and company growth
• Complete any other tasks/duties as required.
• Provide timely updates on all escalated Level 3 & 4 problems
• Promote the DXC image to guarantees customer satisfaction, in accordance with the strategy of the Company

EXPERIENCE

Critical

• Certified Cisco CCNA in Routing and Switching and/or Security at a minimum
• Experience in OT (Operational Technology) network, WLAN and any outdoor wireless products would be advantageous.
• Strong experience with network security, wireless and firewall technologies.
• A solid understanding of Cisco data networking products.
• Proven experience in major incidents management with solid methodologies and attention to details.
• At least 5 years experience in networking role in technical support and/or incident management roles.
• Excellent oral, written and customer facing skills in English,
• Professionalism at all times, with strong customer focus,
• Good communication skills - Good customer facing experience.

Technical Experience

• Experience in supporting Cisco Wireless Environments and Cisco DNAC experience would be desirable.
• Experience in supporting Cisco ASA/FirePower security products
• Experience in supporting F5 LTM products would be desirable.
• Experience in supporting Outdoor wireless products
• Experience in managing major incidents and working with technical team of L2/L3 network engineers.
• 5 years+ experience working with Cisco networking products in a project and support engagement
• Must have experience working in mission critical environments.
• Must have experience working within ITILv3 service management framework.

Qualifications

Education & Certifications

•    Diploma in Computer Science or Engineering highly desirable

•    Cisco Routing and Switching and/or Security, wireless certifications

•    Training or certification to ITIL process and policies

Trust, Transform & Thrive with a company whose mission is to lead clients on their digital transformation journeys, DXC Technology will be recognized globally as a force multiplier, enabling clients to seize the opportunities presented by today's rapidly changing technologies. If you are a self-starter with a strong customer focus and a results oriented approach complimented by your strong verbal and written communication skills, we would like to hear from you.