We’re looking for a T3 Infrastructure Support Engineer to join our team to provide first class support and implementation services to the FourNet base.
Scope of Responsibilities
- Provide L3 escalation support, diagnose and resolve data centre and network infrastructure technology incidents.
- Perform system analysis and integration with authentication and identity services.
- Act as escalation point for all complex and high priority customer incidents related to data centre and infrastructure services.
- Provide engineering support, advice, and consultation to other team members.
- Provide onsite and remote support as needed.
- Collaborate with other partners and suppliers.
- Coordinate with customer network and technical staff.
- Troubleshoot complex technical issues and provide appropriate resolutions and analysis of root cause(s) in alignment with contracted Service Level Agreements.
- Mentor and train junior technical staff to encourage team’s growth and development.
- Provide problem management resolution on both software and hardware related issues.
- Support all core technologies including Security, LAN, WLAN, VMware, SAN storage, authentication and identity services.
- Support service request and small change management for supported platforms.
- Utilise proprietary and industry standard tools and technologies to monitor, isolate and interpret related network traffic and faults – e.g., WireShark, Vendor analytics and similar tooling.
Technical Profile
- Experience of 5+ years of directly related professional experience and technical abilities in one or more of the following primary products and technologies (in addition to qualifications listed below) preferably in enterprise environments:
- VMware, ESXi, vOPs
- Extreme LAN, Fabric, WLAN technologies
- Firewall services (Fortinet, Cisco)
- MS stack, Active Directory, 365 services and Azure
- Multiple Public Cloud Infrastructure
- 5+ years demonstrated experience supporting and/or maintaining complex infrastructure
- Ability to maintain current industry standard certification as required
- Professional level understanding of network architectures, technologies, and common data transport protocols
- Strong verbal and written communication with unwavering dedication to the customer experience and ability to effectively articulate and/or document troubleshooting steps performed to include incident response and root cause analysis
- Experience of public, private and on-premises hosted environments
- Experience supporting managed services
- Experience supporting multi-OEM environments preferred
- Working knowledge of or ITIL V3V4 certification preferred
- Certifications held include:
- Extreme VOSS Fabric – Extreme Certified Professional
- Extreme IQ Site Engine – Extreme Certified Professional
- Extreme Cloud – Extreme Certified Professional
- Extreme Wireless – Extreme Certified Professional
- Fortinet Firewall Services – NSE3 or Above
Personal Attributes/Skills
- Planning (vital for the role, to have good organisational skills)
- Strong technical/problem solving, able to quickly and effectively find ways to overcome challenges
- Excellent customer service and communication skills
- Documentation (strong written skills for updates and reporting)
- Teamwork. (You will be working as part of a multi-skilled tight knit team, engaging colleagues to overcome multi-disciplinary challenges)
- Availability to travel to customer and hosted locations
- Willingness to undergo clearance vetting for secure environments
Traits and Behaviour
- Focus on customers – committed to providing the best service to our customers in all that they do
- Working Together – Working co-operatively with colleagues, customers, partners and suppliers. Gains support from others. Relationship driven and ‘human.’
- Can Do Attitude – Takes personal responsibility for getting things done
- Growth – Proactively seeks ways to improve and grow the business
If you’ve got what it takes to be part of our award-winning team apply today!
