Position Title SERVICE DELIVERY ENGINEER
4 days ago
I. PURPOSE
To effectively perform the responsibilities of a Level 1 Network Engineer, ensuring the seamless operation and support of the assigned Managed Network Services client.
II. DUTIES AND RESPONSIBILITIES
- Build and maintain a positive working relationship with the assigned client and ensure effective communication with them.
- Conduct a start-of-day network health check using monitoring tools and perform floor walks, as necessary, to ensure the availability of network services.
- Maintain close coordination with the Trends Operations Center (TOC) to efficiently perform the tasks for the monitored network-related events that require physical checking.
- Assist in the setup and configuration of new network infrastructure during project implementation.
- Assist with regular preventive maintenance activities that impact network devices, ensuring everything continues to run smoothly after the activities are completed.
- Adhere to the Change Management process of the assigned client for all network-related changes, and ensure proper documentation, approval, and implementation.
- Maintain documentation and update network diagrams, IP addresses, and other important network details.
- Contribute to the knowledge and information relevant to Network Operations.
- Comply with the company's and the assigned client's policies, guidelines, standards, and procedures.
- Participate in activities promoting a harmonious working environment such as demonstrating trust and respect and practicing open communication.
- Perform all other duties and tasks as assigned by the Service Delivery Team Lead and/or Technology Manager.
Client Support
- Fulfill the client's network-related service requests in a timely and efficient manner.
- Work closely with other IT support teams, such as deskside support, server support, and IT security, when handling requests involving network components.
- Process service requests (Move, Add, Change, and Delete) within agreed Service Level Agreement.
- Participate in the creation of Activity Reports, Incident Reports, and Root Cause Analyses, as required.
Client Incident Management
- Perform Level 1 network troubleshooting to diagnose and resolve basic network issues, including but not limited to connectivity problems, device configuration errors, and performance degradation.
- Follow the escalation process when dealing with complex issues that are beyond Level 1 support capability and participate in the restoration of services.
- Keep clients, Operations Manager, Service Delivery Manager, and other relevant stakeholders informed about incidents/faults and provide timely updates, when necessary.
Service Level Management
- Ensure compliance with Service Level Agreements (SLAs) by promptly addressing assigned tickets and meeting response and resolution times.
Client IT Asset Management
- Ensure clients' managed assets are accounted for, maintained, and upgraded, if within scope.
- Report on the client's defective assets to verify whether they are covered under the Return Merchandise Authorization (RMA) policy for replacement or repair.
Client Problem Management
- Participate in the Problem Record identification and ensure compliance with contractual Problem Management deliverables.
- Prevent recurring incidents from happening and minimize the impact of recurring incidents that cannot be prevented.
Process Management
- Ensure that the processes within FSTG and the assigned client are followed.
III. QUALIFICATIONS
A. Minimum Education
Must be a graduate of any IT-related bachelor's degree such as:
- Information Technology
- Computer Studies
- Computer Engineering
- Electronics Engineering
B. Minimum Experience/Training
- Certification in any of the following is an advantage:
- Cisco Certified Network Associate (CCNA)
- IT Service Management
- Have at least 1-2 years of working experience as network support/administrator
Job Types: Full-time, Permanent
Benefits:
- Additional leave
- Company events
- Health insurance
- Life insurance
- Opportunities for promotion
- Promotion to permanent employee
- Work from home
Education:
- Bachelor's (Preferred)
Experience:
- working as Network support / administrator: 1 year (Preferred)
License/Certification:
- Cisco and IT Service Management Certification (Preferred)
Work Location: In person
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