Job Description:
DXC is a leading global provider of products, technologies, solutions and services to consumers and business. The company's offerings span IT infrastructure, global services, imaging and printing. We invent, engineer and deliver technology solutions that drive business value, create social value and improve the lives of our customers.
The function of the Network Engineer is to to provide both Level2/3 and advanced technical support to customers. The Network Engineer is a hand on role and will be required to have an extensive technical background in data networking and security products support. The role encompasses a wide range of responsibilities in the areas of data networking, security and wireless ranging from design, product audits, survey, installation to trouble shooting and support for customers. Support includes field service activities and possibly a few days per week as and when required onsite at customer’s premises within Sydney region, level 2/3 diagnostics and participate in an after hours on-call roster for customer support nationally.
The additional functions of the role are to manage escalation of complex issues to vendors and seek resolution within a predefined time frame will be very important for the overall success of this position.
The Network Engineer role requires the person to have a good technical background in predominantly in Cisco, Routing and Switching products, Cisco and Aruba Wireless and some network security and Cisco and SD_WAN experience would be highly desirable. The role encompasses a wide range of responsibilities in the areas of network trouble shooting with other technical teams and service delivery teams during P1 and P2 cases to support the customer.
The Network Engineer may also need to attend internal CAB meetings, customer Technical Review Board (TRB) meetings, also attend onsite and remote conference calls during the P1 and P2 incidences to provide updates both DXC Connect internal team and customers. This position will be based in Sydney and may require some travel to customer Data centers and offices.
The Network Engineer belongs to the Data Team of Network Operations and reports to the Network Operations Manager/Technical Team lead.
Key accountabilities
Service accountabilities
Installations – involvement in the planning and rollout of customer data networks. These will sometimes be done in conjunction with DXC Project Management, in which close liaison with the PM will be required. In other cases the data engineer will be responsible for install and rollout of the solution. Working with the Technical Support Manager Data for resourcing the work appropriately and engaging any sub contractors where necessary.
Onsite Support - Provide technical data support to customers who have maintenance contracts or are paying T&M rates for maintenance form DXC Data Networking. This will include remote diagnostics via telephone and dial in to the customer network. Should onsite attendance be necessary the engineer will attend site themselves or arrange and co-ordinate a field service person or sub contractor to attend. Ownership of fault resolution is with the Data Engineer through to completion.
Network Changes – the design of the customer solution resides with the data engineer. In some case this will be a design encompassing only data components and can be completed by the data engineer. In other cases in a more complex environment the solution may involve the other areas of DXC’s business, Voice, and Applications . In these cases the data engineer will work closely with the other disciplines to ensure the overall solution will work to the customers business requirements.
Activities which may involve scoping and assessing data networking and security products and services in the DXC Data Networking portfolio. Customer meetings with sales staff which include presentations, whiteboard design sessions and converting a customers business requirements into a technical solution.
Assist with some of the delivery of professional services on wireless network security audit and wireless site survey at customer sites when required.
On call after hours support to maintenance customers.
Work with staff/vendors to test problems to come up with solutions to fixes, patches etc.
Verify the conformity of all the equipment in the customer solution
Escalate issues to Vendors when required
Raise the quality of standards & quality of services offered, measured on Customer service. This will include closure time of problems, response times, & customer survey.
Be Aware of all costs & tracking. Adhere to the most economical solution in delivering services
Fully support & liaise with the service management team to provide solutions and develop internal and external processes.
Ensure all call log reports are completed, and closed within the guidelines required, and that all documentation is forwarded to Customer Support for billing.
Work with the team to ensure successful installations are completed, and customer satisfaction is maintained and increased
Complete a weekly summary report and timesheet indicating hours spent each week and submit to Technical Support Manager.
Additional Responsibilities
Promote the DXC image of a Company which guarantees customer satisfaction, in accordance with the strategy of the Company.
Detect and seize every opportunity allowing to promote the Value Added Services activities, both internally and externally.
Fully support & liaise with all other areas of DXC where required.
Accept responsibility for own standard of performance and ensure quality results.
Undertake duties in accordance with health and safety requirements demonstrating a duty of care to own self and others.
Achieve company objectives in regard to service, sales and company growth
Complete any other tasks/duties as required.
Provide timely updates on all escalated Level 3 & 4 problems
Promote the DXC image to guarantees customer satisfaction, in accordance with the strategy of the Company
EXPERIENCE
Critical
Certified Cisco CCNP or CCIE in Routing and Switching or other Technologies
Strong experience with network security, wireless and load balancing technologies.
Solid experience with Cisco/Aruba wiereless solution and Cisco ISE/Aruba ClearPass products.
A solid understanding of Cisco data networking products.
Good experience with SD_WAN technologies
Proven experience in major incidents management with solid methodologies and attention to details.
At least 7 years experience in networking and/or a technical management role in technical support and/or incident management roles.
Excellent oral, written and customer facing skills in English,
Professionalism at all times, with strong customer focus,
Good communication skills - Good customer facing experience.
Technical Experience
Experience in supporting Cisco Routing and Switching products
Experience in supporting Cisco Wireless products
Experience in supporting Cisco SDWAN products
Experience in supporting Cisco Catalyst Center and Cisco DNAC.
Experience in supporting Cisco ASA/FirePower security products
Experience in supporting other Checkpoint/Fortinet/Palo Alto security networking products
Experience in supporting F5 LTM/GTM networking products
Experience in managing major incidents and working with technical team of L2/L3 network engineers.
5 years+ experience working with Cisco networking products in a project and support engagement
Must have experience working in mission critical environments.
Must have experience working within ITILv3 service management framework.
Qualifications
Education & Certifications
Diploma in Computer Science or Engineering highly desirable
Cisco Routing and Switching and/or Security, wireless certifications
Training or certification to ITIL process and policies
Trust, Transform & Thrive with a company whose mission is to lead clients on their digital transformation journeys, DXC Technology will be recognized globally as a force multiplier, enabling clients to seize the opportunities presented by today's rapidly changing technologies.
If you are a self-starter with a strong customer focus and a results-oriented approach complimented by your strong verbal and written communication skills, we would like to hear from you.
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
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