- Identify, research, and resolve 2nd level Technical Support problems related to the Internet, Firewalls, LANs, WLANs, WANs, and other Network components
- Respond to 2nd line Service calls, Incidents and Service Tickets for technical support
- Track and monitor the problem in our Service Management Tool (ServiceNow) to ensure a timely resolution as managed through an automated system
- System operations, maintenance, and documentation in accordance with compliance requirements as well as quality assurance and development of standards
- Support and implementation of failure and disaster recovery test
- Ensuring system integrity and security through necessary measures, for example log analysis and patch management
- Monitor the WAN, WLAN and LAN environment and proactively react on any issue
- University degree in related technical/business areas or equivalent work experience
- Typically requires 2-3 years of relevant IT experience in the area of Network technology related IT Infrastructure services.
- Experience in support and manage Cisco LAN/WLAN Networks, Certification on Cisco CCNA or Cisco Meraki ECMS2 would be preferred
- Experience with Infrastructure as Code (e.g. Jenkins, Python or Terraform)
- Experience in SD-WAN (e.g. Fortinet), Cloud based Services (e.g., zScaler, Cisco Meraki), Infrastructure Monitoring (e.g., Solarwinds) are meritorious skills
- Experience in the area of ITSM and knowledge of the processes of service management (ITIL)
- High level of flexibility,
- Experience in troubleshooting and incident resolution,
- Fluent in English language, German language is a plus
Benefity:
The Service Delivery Team in Global Network Services is responsible for the Global Network Service Operations. The Engineers in the Team are responsible for providing 2nd and 3rd line support, operations of internal data communications systems, including LANs, WLANs, and WANs. Implementing networked systems, including configurations, supporting, and troubleshooting network problems, and coordinating with vendors for installation of such items as routers, concentrators, switches, and firewalls.
The Junior Network Operations Engineer reports directly to the Regional Team Lead of the Global Network Operations Team within the unit Digital Branch Infrastructure Services, which is part of the Global Operations & Infrastructure Services (GOIS) department.