The Heathrow Field Network Support Engineer works within the Heathrow L2 Network Operations Centre as part of a team. Monitoring alerts via the network management tool suite, undertaking trouble shooting activities and remediation. Carrying out configurations via change management, maintenance and upgrades. Strong analytical thinkers who enjoy solving problems, the successful NOC Engineers thrive in a high-pressure environment with shifting priorities. NOC / Field Engineers can assess a situation and determine tactical steps forward using their technical knowledge. In addition to these general skills and personality traits, we are seeking Field Engineer candidates with the following skills.
The successful candidate will be responsible for diagnosing and resolving network faults at 2nd line (L2) through proactive alarm management and those escalated via the service desk. The Engineer will take ownership of complex investigations and work closely with 3rd Line to own and resolve complex issues, attending site including airport customer locations to investigate and remediate impacting incidents. Management of 3rd party vendors, and customer liaison will also be required.
Key Responsibilities & Requirements
Configuring, testing, and troubleshooting of network equipment such as Cisco routers/switches, IP phones, and Aruba wireless LAN equipment, PaloAlto firewalls.
In addition, the engineer should be experienced in Cisco networking within Data centres adopting Nexus and ACI technologies.
Document all network changes, configurations, Network Operations Centre knowledge library and shift handover reports
Adopt a sense of urgency to support escalations that impact business operations and client services
Mentor future new technicians and engineers in troubleshooting and assist in learning business processes
Participate in Change management and planning activities
Answering the NOC telephone and manage the central email box used for support
Able to work a shift pattern consisting of 12 hrs shifts, day and nights on an 8-week rota basis
Available to reach Heathrow Airport for the given shift pattern
Ability to work as a team member, covering shifts covering annual leave and vacancy’s where possible
Provide field operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs). Scheduled tasks, health checks and maintenance of systems during given time frames.
Ensure shortest possible repair cycle by initiating the timely return of faulty customer infrastructure according to the customer maintenance contract and SLAs and monitoring closely the replacement of faulty items and spares.
Carry out configuration works as required and manage the replacement of faulty equipment using spares, and ensuring the timely replenishment of the spare according to prescribed availability and sparing policy.
Knowledge & Skills
Experience managing, supporting and deploying network infrastructures
Strong ability to diagnose network alerts, events or issues in a timely manner
Excellent time management and organizational skills, and ability to handle multiple concurrent tasks and Incidents with minimal supervision
Previous knowledge of working in a Service Operations environment is highly desirable, especially within an airport environment
Good oral and written communication skills, and ability to address conflict with others constructively
Experience with Disaster Recovery plans and related technologies
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily and competently.
Profession Education and skills
- Five (5) years working on Data, Wireless and Security technologies within a service operations environment. CCNA is essential and required; prefer CCNP or must be able to obtain. Must also be fully competent in all levels of LAN, WAN, Voice, and Security technologies. - This to include Field engineer experience, configuring and replacing assets is essential.
- ITIL Foundation
- Full valid UK driving licence essential
- To pass an air-side driving medical, including colour blindness test.
- To pass a criminal records check for airside working, together with accountable of 5 year working history. (This is an aviation security requirement)
3-5 years’ experience directly working with customer and client technical teams
Minimum 3 years in IPv4 and IPv6 subnetting and routing
Experience in IPT CCM desired
Strong verbal and written communications skills and ability to work well in a team or individually.
TCP/IP network protocols following the OSI model
Infrastructure including fibre, copper and general cabling and troubleshooting with physical infrastructure practices
PaloAlto Firewall with working knowledge of DMZ design and security best practices
Wireless Aruba designs
Configuring and troubleshooting IPSEC in a dynamic VPN environment
QOS policies across the Enterprise for Data, Voice and Video solutions
Cisco ASR’s, Nexus, Catalyst 6500’s, 3750's,2960’s, 2900
Cisco CCM Telephony services
Routing protocols such as EIGRP, BGP, RIPv2, OSPF, PFRv3 and Static routing protocols while using IPSLA
- 2nd Line
- Field Support
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