Network Engineer

About This Role

This role focuses on resolving escalated incidents and tickets in Data LAN/WAN, ensuring quality compliance with SLAs, and maintaining high customer satisfaction. The expert will also mentor team members, create standard operating procedures, and assist with capacity planning for LAN/WAN resources.

Responsibilities

• Ensure timely resolution and quality compliance of escalated tickets by analyzing LAN/WAN incidents according to SLAs.
• Lead to improved customer satisfaction through effective communication and in-depth analysis.
• Mentor team members on LAN/WAN protocols and best practices.
• Prepare Standard Operating Procedures (SOPs) and maintain comprehensive documentation to enhance operational efficiency.
• Validate change order implementation plans by assessing compliance with human error protocols.
• Actively participate in capacity planning for LAN/WAN resources.

Requirements

• In-depth knowledge of Data LAN/WAN technologies and incident management processes
• Strong analytical skills to conduct root cause analysis and trend analysis
• Excellent communication skills to liaise with stakeholders and present findings effectively
• Proven ability to mentor and guide team members in support operations

Nice to Have

• ITIL Foundation Certification
• Cisco Certified Network Associate (CCNA) Certification

Skills

* Required skills

Benefits