L3 Network Support Engineer

hace 2 semanas

San José, San José, Costa Rica DXC Technology A tiempo completo

_ Responsibilities:
_
The support consultant TS role is important to the functioning of the customers managed infrastructure and services

  • Part of the reactive service team the support consultant TS is responsible to resolve all incident for the customers managed by the delivery team.
  • The time to resolve an incident is important, this reduces downtime and allows DXC to meet its contractually defined SLA's
  • Escalation of severe P1 RTOP incidents in a timely manner to engage the Rapid Response team and the shift management team is important (See critical incident handling process above)

Detailed Responsibilities
The Support Consultant TS responsibilities & activities will be described in the scope of the major ITSM processes.

As all processes have a strong linkage with other processes there may be overlaps in the activities as well as in the responsibilities within the different roles.


The processes we focus on are:

Incident Investigation & Diagnosis

  • Configuring, testing, and troubleshooting of network equipment such as Cisco routers/switches and many other Network vendors within the LAN/WAN infrastructure.
  • Resolve outages and troubleshoot performance related issues such as malfunctions of network hardware and software
  • Document all network changes, configurations, Network Operations Centre knowledge library and shift handover reports
  • Participate in Change management and planning activities.
  • You will be required to investigate and diagnose the incident accurately and effectively. Owning multiple incidents you will need to prioritize your response to the incident based on the Priority and Severity of the issue.
  • Design, configure and validate routing protocols including BGP, MP-BGP, eBGP/iBGP, OSPF, EIGRP, RIP and IS-IS
  • Define an action plan for detailed diagnosis with the aim to resolve the incident and restore normal service as soon as possible.
  • Efficient usage of technical scripts, diagnostic tools and a known error database is required.
  • Liaise with 3rd party providers for assistance in identifying a series of events may be required.
  • Advanced troubleshooting and implementation of solution in conjunction with vendor and thirdparty support within the applicable technology platform that you will be responsible for
  • If the customer has specific processes for communication they will need to be followed.
  • Regularly update the incident record with your actions.
  • If the duration of the incident will exceed the stated SLA you will be required to reprioritize and escalate the issue within your team, engage the rapid response team or a start a management escalation.
  • Plan and execute in depth technical activity, influencing the direction of activities/plans and providing technical insight and guidance to others

Resolution and Recovery


As potential resolutions to the issue are found you will be required to implement the solution and test that the resolution has fixed the problem.

If you have found a new fix to the issue that has not been documented you may need to update the known error database.


Incident Closure

  • Upon closing the incident verify that the categorization and closure code of the incident is correct.
  • If there are multiple incident reoccurring and or the incident is deemed to have a deeper issue that requires root cause analysis or escalation to the problem manager you may be required to initiate a Problem Record.

Service Request Management
You will be required to accept service calls. This requires a good manner and responsiveness to the customers issues (See service request guidelines)

Shift Captain
If you are assigned the Shift Captain role you will be responsible to
- provide assistance your team members to resolve incidents on time
- ensure an accurate shift handover to the next shift
- maintain good communication with the site shift management team

Problem Management

Problem Initiation
You will be responsible for detection and initiation of the Problem record (PMR),-Initial categorization, classification and prioritization of the problem record
-
Change Management


Timely and accurate implementation of routine or emergency changes within the applicable technology platform that you will be responsible for.


Routine IT Operations

  • Performing the routine tasks that keep and infrastructure running is a core part of the role.
  • The IT operational tasks will be clearly documented and conducted on a scheduled routine basis.

Team Responsibilities

  • Build strong working relationship with Operational Team Lead, Service Desk Agents and Delivery Manager and your own team members
  • Seek to work face to face with more experienced team members to ensure continual learning and skills improvement
  • Maintain a good awareness of the customers' business and indepth knowledge of the customer's environment and support processes.
  • Where you have strong skills in a specific area seek to share your knowledge with other team m

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