Networking Remote Field Service Engineer (L2)
Core
Provide professional remote technical support to clients by identifying, diagnosing, and resolving networking incidents and problems to ensure zero missed SLAs.
Role type
L2 Networking Field Service Engineer
Builds
Service restoration and incident resolution for client IT environments
Domain
IT Services / Networking
Deliverable
client delivery
Required skills
Networking technologies (routing, switching, wireless, SDI), incident diagnosis and troubleshooting, service assurance software, configuration management (CIs), knowledge article maintenance, root cause analysis, stakeholder coordination
Preferred skills
Vendor technologies (Cisco, Juniper, Aruba, RiverBed), management agent concepts, redundancy concepts, remote console architecture
Technologies
Cisco, Juniper, Aruba, RiverBed, service assurance software, ticketing tools
Responsibilities
Investigate and diagnose networking incidents using service assurance tools; maintain secure and accurate configuration items (CIs); escalate unresolved incidents and follow up until resolution; analyze service records against SLAs; document and close resolved incidents; coordinate product requests and repairs with other team members; provide service recovery and feedback to clients.
Seniority
Mid-level, hands-on IC
