Network Service Engineer I
About the role
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- Travel (approximately 5%) domestic - mainly to various ICON sites
- Make recommendations to the Systems Engineering team in relation to resolving on-going problems within the ICON Global network.
- Work with Service owners and Applications Support teams globally to escalate issues related to Network and Unified Communications infrastructure.
- New projects – be a representative for new initiatives that involve technical discussions & work closely with the Infrastructure architecture team to ensure standards are adhered to across the organization.
- Prioritize and respond to Service Desk tickets as appropriate.
- Provide timely response to escalations in accordance with service level agreements (SLAs); act as technical escalation and resource to junior team members.
- Research software and systems products and technologies to justify recommendations and support purchasing efforts.
- Participate in key process improvements as they relate to the core infrastructure services environment.
- Coordinate and collaborate with other functional areas within IT to ensure availability, reliability and scalability of corporate servers to meet business requirements.
- Provide off hours support through the use of a rotating on call procedure
- Special projects as assigned.
- Work closely with all Operations teams globally to troubleshoot and remediate issues in a timely manner.
- Working knowledge of various networking technologies including items such as: TCP/IP, LAN/WAN systems, telephony protocols and VPN technologies
- Due to the nature of this position it may be required for the employee to travel. Therefore, dependent on the employee’s location, the employee may be required to possess a valid driver’s license
- Cisco expertise is required for this role - ideally qualifications.
- Associate degree in Computer Science, Information Systems, Engineering, or in lieu of a degree the experience as stated above would be considered
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