Service Delivery Engineer

I. GROUP DESCRIPTION
Onsite Services Group focuses on providing efficient and effective support or services directly at a client’s location to minimize downtime or disruptions. The group cultivates strong relationships with clients to foster long- term partnerships and repeat business by continuously improving service delivery through innovation, feedback analysis and adopting best practices. These help onsite service groups deliver value, maintain client satisfaction and contribute to the overall success of both client and Trends.

II. PURPOSE
Level 1 Network and Support Engineer

III. DUTIES AND RESPONSIBILITIES
1. Fulfillment of Service Request.
Service Request shall be defined as those changes that are low risk and frequently recurring such as:
• Access port configuration to ensure that end devices will have access in respect to network connectivity
• IP address and port assignment for the end devices
• Configure policy on network and security devices to allow or deny a specific subnet, port, or apps.
• Configuration of basic parameters of routing and switching equipment such as:
a. Hostname
b. Enable password
c. Management IP Address
d. Login Banner
e. Interface VLAN
f. Default Gateway/Default Route
g. Syslog/SNMP/Netflow
• Quarterly back up of logs of network and network security devices
• Implementation of Service Requests are guided by an MOP (Method of Procedures)

During implementation of Service Request, TTI shall strictly follow the Change Management Process of the customer.

2. Incident Restoration.
During an incident, onsite support shall provide Level 1 checking and troubleshooting to restore the services such as:

Layer 1:
• Checking of cable connection of affected equipment.
• Physical checking of equipment status such as port LED indicators, Power LED indicators, Link LED indicators and physical checking of hardware components including Fan / Fan Tray.

Layer 2:
• Checking and troubleshooting of port type configuration such as Trunk ports and Access port.
• Checking and troubleshooting of configuration of port aggregation such as port channeling.
• Checking and troubleshooting of configuration of VLAN and port VLAN membership.
• Checking and troubleshooting of configuration of Port Security
• IOS changes (upgrade/downgrade) on layer 2 devices such as access switches that is needed to restore a service or resolve a problem
 
Layer 3:
• Checking and troubleshooting of inter-VLAN routing configuration on the core or distribution switches.
• Checking and troubleshooting of static-routing configuration on the core or distribution switches.
• Checking and troubleshooting of Layer 3 or routed interfaces (including logical interfaces such as loopbacks and sub-interfaces)
• Checking and troubleshooting of SNMP and Net Flow configuration..
• Checking and troubleshooting of basic Access Lists configuration.
• Checking and troubleshooting of security policies on network security device
• IOS upgrade/downgrade on layer 3 devices such as distribution switches/core switches with close coordination with Level 2 support.
• Submits reports such as Activity Reports, Incident Reports and other reports as required.
• Strictly monitors time in handling incidents and escalates to Trends Level 2/3 support if needed on devices under MA or within warranty
3. Perform daily monitoring and checking of the network and equipment status through Client provided monitoring tool if available.
4. Maintain updated network/as-built documentation and device inventory including rack location.
5. Network Monitoring at BCDA site using BCDA monitoring tools for all sites and devices (Trends’ supplied and existing devices)
6. Network Administration and Management for Trends’ Supplied Devices
7. Incident Management
• Trends Supplied Devices
     -Trends onsite/L2/L3 to do break-fix remediation
• 3rd Party Supplied Devices
     -Trends onsite to raise to BCDA Contact Person. BCDA to raise to 3rd Party Vendor. If 3rd Party Vendor cannot and won’t be able to resolve the issue, Trends can assist and help in the remediation and resolution
8. Reporting and Documentation

IV. QUALIFICATIONS

A. Minimum Education
• A graduate of any 4-year IT related courses

V. WORKING CONDITIONS
• Report to BCDA’ Office 5 days a week, Rest Day - rotation