Network Support Engineer - Dynamic Team

Job Scope: Network Support Engineer

Position Overview: As a Network Support Engineer, you will be responsible for ensuring the smooth operation and maintenance of the campus network infrastructure. This role requires expertise in Cisco and Huawei networking technologies to provide efficient support and troubleshooting for network-related issues, while also adhering to IT Service Management (ITSM) best practices. Additionally, basic system troubleshooting skills are essential for diagnosing and resolving network issues that may stem from underlying system-related problems. This position is contract-based, requiring a proactive approach to problem-solving and adherence to contractual obligations.

Key Responsibilities:

Network Infrastructure Maintenance:

• Conduct regular monitoring and maintenance of the campus network infrastructure.
• Perform firmware upgrades, patches, and configuration changes as necessary to ensure optimal performance.
• Troubleshoot network hardware and software issues promptly and efficiently.

Network Security Management:

• Implement and maintain network security measures to protect against unauthorized access, data breaches, and cyber threats.
• Configure and manage firewalls, intrusion detection systems, and other security devices.
• Conduct regular security audits and vulnerability assessments to identify and address potential security risks.

Network Design and Optimization:

• Collaborate with the network architecture team to design and implement scalable and resilient network solutions.
• Optimize network performance by analyzing traffic patterns, identifying bottlenecks, and implementing appropriate QoS policies.
• Recommend and implement network enhancements to improve reliability, speed, and efficiency.

Incident Management and ITSM:

• Follow IT Service Management (ITSM) processes and procedures for incident management, including incident logging, categorization, prioritization, and resolution.
• Respond to network-related incidents and service requests in accordance with established SLAs.
• Escalate unresolved issues to senior engineers or vendors as necessary, ensuring timely resolution and minimal impact on operations.

Problem Management:

• Conduct root cause analysis (RCA) for recurring or critical network issues to identify underlying problems and implement permanent solutions.
• Document incident reports, RCA findings, and remediation actions in the ITSM system for future reference and continuous improvement.

Change Management:

• Participate in change management processes to assess, approve, and implement network changes while minimizing disruption to services.
• Document all network changes in the ITSM system, including change requests, approvals, and implementation details.

Basic System Troubleshooting:

• Possess fundamental system troubleshooting skills to diagnose and resolve network issues stemming from underlying system-related problems.
• Collaborate with system administrators or other IT teams to troubleshoot and resolve cross-functional network and system issues.

Contractual Adherence:

• Adhere to contractual agreements, including service level agreements (SLAs), response times, and project deadlines.
• Ensure compliance with contractual obligations and deliverables, maintaining a high standard of service delivery.

Documentation and Reporting:

• Maintain accurate documentation of network configurations, topology diagrams, and troubleshooting procedures.
• Generate regular reports on network performance, uptime, and security posture for management review.
• Ensure all documentation and reports are updated in the ITSM knowledge base for easy access and knowledge sharing.

Qualifications:

• Cisco Certified Network Associate (CCNA) or higher certification.
• Huawei Certified Network Associate (HCNA) or higher certification.
• Bachelor’s degree in Computer Science, Information Technology, or related field (preferred).
• Proven experience in network administration, preferably in a campus environment.
• Strong understanding of TCP/IP networking, routing, switching, VLANs, and subnetting.
• Proficiency in network monitoring and diagnostic tools (e.g., Wireshark, Nagios, SolarWinds).
• Familiarity with IT Service Management (ITSM) frameworks such as ITIL.
• Basic system troubleshooting skills to diagnose and resolve network issues related to underlying system problems.
• Excellent problem-solving skills and attention to detail.
• Effective communication and interpersonal skills, with the ability to work collaboratively in a team environment.
• Ability to work flexible hours and participate in an on-call rotation schedule as needed.