As a Network Support Engineer, you will be responsible for providing an excellent support experience, owning the end-to-end process of user interaction, from understanding and debugging problems to full resolution via support tickets and live VTC sessions. To be successful in your day-to-day, you will have sound experience analyzing, troubleshooting and evaluating computer network problems with concise communication skills to navigate a service-oriented environment.

• Defining, documenting, and enforcing system standards: responsible for setting up system standards, documenting them, and ensuring that they are enforced throughout the enterprise data communication network.
• Oversee the problem management process: responsible for controlling the problem management process, including backup support. You will analyze, troubleshoot, track, and repair complex enterprise data communication network problems.
• Undertaking and managing in-depth troubleshooting activities: for managing and troubleshooting the network, including working with third-party vendors and updating software packages to Valley network equipment with no supervision.
• Sharing knowledge across the team: You will use the central document repository to ensure knowledge sharing across the team and enable best practice.
• Maintaining all records accurately and within agreed timeframe ensure that all records relating to Service Requests, Incidents, Problems, and Knowledge Management are completed accurately and within agreed timeframe. Ensuring accurate recording of all cases: all cases using the Company's ticket management tool and closing them within agreed timeframes.
• Participating in BCP activities: You will play an active role in Business Continuity Planning (BCP) activities that take place throughout the year.
• Specializing in fostering Cisco architectures: specialized in fostering Cisco architectures with technical competency in Cisco routers, Cisco switching & wireless, Cisco Datacenter, Cisco ISE, and Cisco SDWAN.
• Working with remote technicians and installing network elements: work with remote technicians and install various network elements associated with SDWAN deployments. This can include hardware components such as Cisco routers, LAN Switches, Wireless access points, Palo Alto firewalls, or Broadband modems, etc.
• Delivering level 2/3 support and troubleshooting: You will provide level 2/3 support and troubleshooting to resolve issues.
• Participating in on-call rotation: You will participate in the on-call rotation for afterhours support.
• Championing ad-hoc projects: You will collaborate and serve an active role in ad-hoc projects to develop the capabilities of the Ideal Service Centre.

• Technical expertise: Show a level of independence in solving technical problems, probing users for relevant information, and using internal documentation and resources for effective resolution. Keep yourself updated on the latest trends and technologies related to the product.
• Communication skills: Communication is key in a service-oriented environment. You need to be an excellent communicator to understand the customer's problem and provide a solution that meets their needs. Be patient, empathetic, and attentive when interacting with customers. Professionalism in in written and verbal communication, both internal and external, with users and business partners.
• Organizational Skills: Managing support tickets and resolving customer issues requires good organizational skills. Ensure you have a system in place for tracking and following up on support requests.
• Be proactive: Anticipate customer needs and try to solve issues before they become problems. Keep customers informed of any updates, changes, or fixes related to their issue.
• Collaboration: Working in a support team requires collaboration and teamwork. A demonstrated ability to collaborate effectively in teams of technical and non-technical individuals are key. Share knowledge and expertise with your colleagues, ask for help when needed, and contribute to a positive team environment.
• Ambiguity: Comfortable working in a constantly evolving environment with dynamic objectives and interaction with users.
• Strong engineering background demonstrated by a Bachelor's degree in Data Science, Computer Science, Industrial Engineering, or related fields AND/OR a minimum of 5 years' experience in a technical role, and/or network administration
• Demonstrated proficiency with data analysis technologies, network infrastructure, and hardware