Role Purpose The role will require an Infrastructure Engineer with knowledge
of wide area IT infrastructure technologies to support 1st and
2nd line support.
The role will also require the person to proactively monitoring the
Civica internal and customer infrastructure to ensure a stable
and reliable platform, also assist with the upkeep on the Cisco
network estate (patch management, proactive maintenance
etc).
Generally this role is managing and contributing to improving the
health of our network estate.
Principal Accountabilities Service customers:
• Working in a 24 hour / 7-day rota, engage with customers
by digital channels to address incidents and service
requests, and process them in line with current service
levels and current Civica policies and procedures.
Be accurate:
• Maintain accurate records of work completed, Proactive
infrastructure monitoring with SCOM, Opsview, Zabbix
and other alerting mechanisms which includes wide
variety of systems including LAN/WAN, network
quipment, servers, storage, core applications, changes
made, customer interactions in line with data protection
laws and Civica policies, and on the systems designated
by Civica.
Compliance:
• Adhere to current Tech Centre Service Management
policies, processes and procedures (e.g. ticket handling
policy, incident management, request fulfilment and
problem management).
Professional development:
• Maintain and develop your customer skills, technical skills
and knowledge of current Civica process and procedures
so that you can perform your role in line with the
requirements of the business, as advised by or agreed by
your line manager.
Continuous Improvement
• Provide Continuous feedback and tuning of monitoring
systems
• Feedback to improve existing knowledge management,
suggest requirements or content for new knowledge
management and if directed by line management, create
Company Confidential
Network Engineer – Job Description
new knowledge management articles
• Suggestions to improve policies, processes, procedures
and operations
• Support to continuous improvement through active
participation
• Notify multiple resolver teams of service affecting
incidents in a 24 x 7 environment
Work Management:
• Take personal responsibility for managing your time
effectively and proactively. For example, in meeting any
performance standards on utilization, engage/approach
your line manager/management when you are under and
over utilized.
Be part of the team:
• Work in a manner that embraces Civica culture and
values, and participate where possible in Service Centre
team activities
Meet operational targets:
• Meet productivity and quality performance standards for
customer experience, compliance and operational
excellence set from time to time by line management, for
example utilization, attendance and workload. Meet
contribution standards for knowledge management and
continuous improvement set from time to time by your
line manager.
• Fulfil personal objectives
• Meet SMART objectives set by your line manager
through the Civica performance management process.
Essential Competencies Minimum 3+ years of relevant experience with required skills
Committing to the customer
Understand who the customer is and what their needs are;
develop on-going relationships through quality of service
provided and management of customer expectations. The
behaviors/attitudes relevant to this are:
• Able to put the customer at ease and deal sensitively
with issues/complaints
• Collaborate with others to achieve high standards of
customer satisfaction and escalate anything that cannot
be resolved
Delivering the Support Service
Record and manage customer incidents, problems and service
requests through to resolution. The behaviors/attitudes relevant
to this are:
• Act as a point of reference for queries from other team
members
• Use expertise to reach effective resolution and prevention of
future incidents
Communicating Effectively
Demonstrate active listening and get message across in written,
verbal and face-to-face communications (and understand when
to choose the appropriate medium). The behaviors/attitudes
relevant to this are:
• Understand the need to adapt your style to suit the
customer; communicate in a clear and confident manner
Team Working
Work cooperatively with others in achieving customer
satisfaction and team goals. Share information and knowledge
and understand how work of other teams relates to own. The
behaviors/attitudes relevant to this are:
• Demonstrate proactive approach in building relationships
with others
Managing Customer Service Levels
Manage the performance of support service; manage customer
expectations and enable effective resolution/completion of
service incidents, problems and requests for change. The
behaviors/attitudes relevant to this are:
• Monitor individual performance metrics and liaise with
managers and customers to ensure SLAs are not
breached
Contributing to Continuous Improvement
Understand the need for change and respond positively; take
ownership for suggesting improvements and seeing them
through. The behaviors/attitudes relevant to this are:
• Able to quickly modify priorities and actions to meet
customer requirements
• Put current processes to the test and think of a better
way; document the process and utilize
Requirements
Mandatory Skills:
Understanding of Network concepts
Strong knowledge of Network Cabling, Hardware technology,Network Monitoring tools
Remote Support and Remote Administration
Strong knowledge on Network operations environment systems, protocols and services
Able to handle Customer requests via internal trouble ticketing systems.
Expertise in Managed Hosting, Datacenter, WAN and ISP network services.
Experience of working with Cisco routing, switching and security services (predominantly ASA, Firepower and IPS)
Past experience with following protocols and concepts: BGP, OSPF, EIGRP, TCP/IP, UDP, HSRP/VRRP/GLBP, DNS, ARP, HTTP, SSL, STP, Trunking, VLAN etc
