Network Support Engineer

RESPONSIBILITIES

• Strong understanding of network infrastructure to be able to initiate investigation of issues that affect a client's ability to maintain a static reliable connection to UCE campus network
• Understanding of network topology and potential work-around scenarios to mitigate client impact.
• Modify and create work instructions or Recipes to prepare for similar impacting events and allow for a quicker response.
• Constantly review work instructions for accuracy and solicit improvements through second level support groups.
• Ability to communicate effectively throughout the incident management process to ensure that all communications are timely and accurate, as per documented process
• Follow documented support procedures, managing each issue through resolution or turnover in order to maintain established service levels.
• Track update and resolve all assigned incidents, changes and problem reports in the incident management system, ensuring that documentation is thorough, accurate and meets a standard of high quality.
• Properly escalate incidents in a timely manner per support guidelines and procedures.
• Proactively monitor, recognize, analyze, isolate and/or resolve documented hardware and software problems utilizing a variety of hardware and software testing tools and techniques.
• Liaise with L2 support groups and/or development groups to collaborate on the resolution of incidents.
• Support project schedules and changes.
• Maintain technical skills through participation in ongoing training. .
• Responsible for the internal and external communication of issues to management, other internal support groups, and the customers via pages, email broadcasts or phone.