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ASG Senior System Engineer

ASG Senior System Engineer

Posted 17 August by Incite Insight
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ASG Senior Systems Engineer

Permanent

Location: London

Job Purpose

Our client has an exciting new opportunity to join them as an ASG Senior Systems Engineer. As ASG Senior Systems Engineer you will: Provide 2+ and 3rd level technical support for our client’s advanced server and cloud-based telecommunications products in a fast paced, demanding environment servicing the financial community. Responsible for the Communications product lines.

This individual will have knowledge in installation and troubleshooting of IT server-based technologies, databases and operating systems, as well as knowledge of telecommunications, networks and related security technologies.

Must be able to work nights & weekends as required. Travel at short notice may be required.

This position reports to the Regional Manager, ASG with day-to-day work overseen by the Regional Supervisor.

Role and Responsibilities:

  • Act as problem investigator and manager to assist an incident management team (per ITIL service model)
  • Assist Tier 1 Engineers and Technicians remotely with technical issues raised through installation and/or service issues.
  • Work with Centre of Excellence, DevOps and R&D to identify bugs, perform triage, and work towards the ultimate resolution of the identified issue.

o Triage new concerns raised in a timely manner.

o Escalate issues to appropriate organizations

o Participate in incident and problem resolution process based on Swarm methodology

o Ensure that all relevant information has been collected and correlated and analyse this data where applicable.

o When possible, reproduce the fault in the lab and establish protocols for active monitoring of troubled sites.

o Present results to the development team so that changes can be implemented to resolve the concern.

o Adhere to best practices in incident/issue classification and documentation and time tracking

  • Work with customers and other personnel during the installation and troubleshooting of products and networks.
  • Provide risk management services to deployment and operations teams by reviewing designs and procedures used in production deployment
  • Manage and operate team’s lab environment
  • Continue improving personal technical and product specific skills via company provided training and self-study
  • Support and coordinate Alpha and Beta releases of products.
  • Work with Sales and Sales Engineering on special applications to meet customer requirements
  • Provide training to Technicians, Sales, Sales Support and other departments, when necessary.
  • Create installation and troubleshooting documentation, when necessary
  • Willing to travel on short notice
  • Willing to work alternate shifts, nights and weekends as required

Essential:

  • High energy, motivated engineer with prior experience in troubleshooting incidents and problems
  • Strong technical foundation
  • Should have:

o Understanding of Virtualization technologies, Networking and Operating Systems (Linux RedHat , Windows Servers):

  • Domains / Workgroups
  • User accounts and Services
  • Security (Key and certificate management and troubleshooting, authentication methods, secure communication protocols)
  • OS low level troubleshooting: CLI, log review, firewall and file operations
  • TCP/IP / DHCP / DNS / NTP

o An understanding of VoIP and SIP

o Experience working in a technical support role, preferably to external customers

o Technical writing / drawing skills

o Excellent verbal and written communication skills

o Flexibility and willingness to work non-standard hours on occasion to meet customer demand.

  • Strong preference for:

o Experience with IPC technologies, support of Cloud environments, PBX and Compliance

o Server & Operating Systems Certifications:

  • Linux Certification (CompTIA, LPIC, or Red Hat), or
  • Microsoft Certification (MCSE, MCSA)
  • CompTIA Server+

o Network / Telecommunications Certifications:

  • CompTIA Network+
  • Cisco Certifications (CCNA, CCNP, CCIE, CCVP)
  • Any advanced SIP certification (SSCA, etc)

o Working experience with Splunk and/or Ancible

o Familiarity with ITIL practices

  • Education: University Degree in any computer subject. 2:1 or 1st BSc (Network Computing, Forensic computing)

Reference: 35905713

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