Role Purpose:
To participate in a team of customer focused engineers providing overall management, control and optimisation of network infrastructure with the aim of continuous service improvement and high customer satisfaction.
To support a set of network technologies in accordance to Fujitsu standards, ensuring service levels are maintained and exceed delivery of IT service experienced by end users where possible.
To liaise with customers ensuring their requirements are understood with improvements and efficiencies identified.
To continuously improve troubleshooting skills and the mastery of fault diagnostic tools used in the support and maintenance of network systems.
Key Accountabilities:
- Develop and maintain effective relationship with Fujitsu teams supporting assigned customers – CSM, RUN, project delivery, Change and Release, Problem Mgt, etc.
- Participate in regular strategic network conversations with customers and between Fujitsu support teams on subjects including consideration of new opportunities and development of network technology roadmaps.
- Participation in Cisco Certification requirements, through the completion of specialisation exams, and the provision of 3rd level product specialist capabilities to other Network support teams. This may extend to providing training & education to other network staff.
- Work with project managers for delivery of project activities where necessary. This includes project planning, delivery and reporting activities.
- Primary network technical lead for assigned customers as assigned.
- Assume network technical lead role in resolving high priority incidents as required.
- Operational Incident Management, Change Management, and proactive monitoring support of customer network infrastructure.
- Ensure smooth and efficient customer operations maximising customer satisfaction.
- Identification of inefficient procedures or processes and suggesting improvements for implementation.
- Support the transition of current and/or new customers to ensure delivery within agreed timeframes and that any risks of non-delivery are escalated promptly.
- Resolution of escalated incidents and problems using highly automated tools and knowledge base systems.
- Proactive identification of service issues that need to be investigated. Ascertain the scope of issues and actively work to resolve them where possible or escalate them where they are out of the scope of this role’s purview.
- Involvement in activities that enhance and grow Fujitsu's customer base.
- Awareness of customer trends/developments and keeping management informed.
- Ensure that skills are maintained and enhanced in specialist area(s) relating to product knowledge, services knowledge, or industry knowledge.
- Awareness and adherence to Fujitsu’s service delivery processes and methods.
- Self-direction in identifying and suggesting training opportunities.
- Organise or participate in interest groups relating to area(s) of specialisation.
- Produce accurate, concise and timely reports, as required.
- Knowledge of and adherence to customer SLAs.
- Provide on-the-job training, guidance and assistance to less experienced network engineers to ensure overall competence in the company continuously improve.
- Supervise activities of a small team, as required.
- Create efficiencies to enhance our ability to support the customer’s environment.
- Development and maintenance of documentation needed to support customers, internal Fujitsu processes and standards.
- Participate in after hours on-call roster to support infrastructure services customers.
- Compliance to Fujitsu internal policies, processes and guidelines.
Required Qualifications
- Bachelor's degree in IT, Computer Science, Engineering, or related field.
- 6+ years of enterprise network engineering experience.
- Strong expertise in Cisco routing and switching technologies.
- Experience with enterprise firewalls (Palo Alto, Fortinet, Cisco Firepower).
- Experience with SD-WAN, VPN, network security, and wireless technologies.
- Solid understanding of cloud networking (Azure and/or AWS).
- Advanced troubleshooting and diagnostic skills.
- Experience leading technical projects and customer engagements.
- Strong documentation, presentation, and stakeholder management skills.
Preferred Certifications
- Cisco CCNP Enterprise
- Cisco CCIE (advantage)
- Palo Alto PCNSE
- Fortinet NSE 4+/FCP
- Azure Network Engineer Associate (AZ-700)
- ITIL Foundation
Nice-to-Have Skills
- SASE and Zero Trust networking
- Network automation (Python, Ansible, PowerShell)
- Load Balancers (F5, NetScaler)
- Network monitoring and observability platforms
- Cloud security and hybrid network architectures
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