Engineer III and Sr Engineer-Network

Work Location- Noida, Gurugram, Hyderabad,  Bangalore, Pune

Role- Engineer III (5-8 yrs) and Principal Engineer (8-12 yrs)
Job Summary
Engineers will utilize knowledge, skill and process to resolve client issues, while meeting all SLA targets, participating in continuous improvement processes, and utilizing Insight-provided tools and systems.

This resource is expected to participate in ITIL processes Incident, Problem, Request, Change, and will author and update knowledge articles and repeatable procedures to ensure junior teammates can independently resolve 80% of incident, without requiring escalation.

 

Experience/Knowledge

Serves as a second level escalation resource to junior teammates. Provides mentoring and training. Creates knowledge.

Professional level ability to navigate and support devices and systems such as Cisco IOS and CLI, Aruba Central, FortiManager, Cisco Meraki, Cisco Umbrella, Cisco ISE, Palo Alto Prisma, Cisco Catalyst Center Manager, and similar enterprise vendor toolsets.

Will resolve incidents, fulfill service requests, and conduct problem determination and remediation for enterprise networking or datacenter environments subscribed to Insight Managed Services, while adhering to committed service level agreements.

Will actively monitor, and work from queues in ServiceNow and will function as a technical escalation from junior teammates.

Creates and updates knowledge articles to aid in incident resolution, and request fulfillment efforts. Drafts method of procedure documentation.

Makes recommendations for client-specific technology improvements, and reports on lifecycle and system health of devices in a client environment.

Supports problem identification and management efforts including root cause analysis, known error records, etc, and is a member of an on-call rotation.

Key Technical Skills

Bachelor’s degree or higher, focusing on IT, Network Engineering, or other related studies.

Five or more years of demonstrated experience providing technical support for common enterprise networking vendors to include, but not limited to: Cisco, Juniper, Palo Alto, Fprtinet, Aruba, F5. Supporting technologies including, but not limited to: routing, switching, firewalls, wireless access, VPN, SDWan, and MPLS.

SME-level understanding and capability within Cisco IOS and CLI, Aruba Central, FortiManager, Cisco Meraki, Cisco Umbrella, Cisco ISE, Palo Alto Prisma, Cisco Catalyst Center Manager, and similar enterprise vendor toolsets.

Maintain one or more associate level certifications (CCNA or equivalent), working to obtain an professional-level certification.