Network Support Engineer Level 2
il y a 2 semaines
IRISnet aims to inspire, connect and support regional players to achieve their ambitions for the Brussels-Capital Region by creating a smart ecosystem, a collaborative network of strong ICT partners.
As main asset, IRISnet owns more than 400km optical cables on the Region and has one of the biggest optical fiber footprints on this area. Connecting thousands of sites through different technologies, IRISnet offers many different services to its customers like Connectivity (IP VPN on an MPLS-based core network), Collaboration solutions (VoIP, mobile, convergence features…), Videoprotection, Videoconference, wifi.brussels, managed services (LAN Management…) and so on.
Due to increasing needs for digital services in the Region, IRISnet is growing in terms of turnover, product portfolio and staff, all whilst keeping a rather small size (around 30 employees), which is an asset for fast and agile developments. The combination of its own capabilities and the strong partnerships with the best-in-class actors of the ICT market allow IRISnet to deliver end-to-end, highly competitive and state-of-the-art solutions to its customers.
IRISnet is the ideal environment for those who are into technology and driven to achieve. The company's core values are built around trust/ownership, client-centricity and partnerships.
IRISnet is led by CEO Thierry Joachim, and their office is in the center of Brussels. For more information, please, visit our website.
Responsibilities
- 4 major clusters of responsibilities:
- Manages customers incidents & MACD
- Supports internal IT
- Answers, troubleshoots and solves 2nd level incoming questions and problems (incidents) coming from the business customer on subjects related to technical issues for IRISnet services/products: UCC/WAN/Iot/LAN/WLAN
- Manage equipment monitoring and ensure customer systems availability.
Key responsibilities
- Analyze, dispatch/coordinate and solve all tickets (incident & MACD), in collaboration with 3rd level teams - for all IRISnet products/services lines.
- Makes sure that all issues are handled on time and solve within the contractual/defined SLA's.
- Escalate issues to management in case of service level breach, operational urgency, financial risk… according to the current escalation processes.
- Monitor equipment/systems and proactively detect issues related services/products with possible impact on customers and applies appropriate priority & notification process.
- Inform customers (internal and external) on the status of their demands/issues in respect to SLA's.
- Provide support, based upon expertise and end-to-end domain knowledge towards other business departments.
- Weekly duty role to ensure business continuity outside normal working hours.
Candidate profile
- Bachelor's in computer studies or equivalent by experience.
- Cisco and other relevant technical certification.
- Prior experience in a technical ICT / Telecom support environment
- Prior experience of high-level technical problem solving
- Fundamental "core" networking skills, including routing and switching
- A solid knowledge on Cisco and HP products for the network and Audiocode. Knowledge of Video over IP is an asset (VMS Genetec).
- Technical knowledge of one or more of the following areas: Unified communication/VOIP, Call Center, Video protection and IoT
- Be customer focused and have the ability to work in a multitasks and changing environment
- Ability to communicate effectively with the customer and within the team
- Autonomous worker with team spirit
- Eager to learn. Technical aptitude to assimilate new learning quickly
- Excellent written and verbal communication skills
- Performs well under pressure and in disruptive environments where priorities can change in response to customer demand
- Manages customer expectations and always aims to leave the customers feeling valued and overall positive about IRISnet in order to reach the Customer Delight.
The successful candidate should be:
- Autonomous, self-motivated, engaged and organized, ready to take ownership, set priorities and work towards deliverables.
- Customer focused, listen actively to various parties and takes responsibility for customer issues.
- Team player who works well with colleagues from various departments, can value the team and the advantages it brings, motivates others for his/her projects and maintains good communication with his management and colleagues so that no opportunities are lost.
- Entrepreneur who is curious, energetic and flexible in adapting quickly to change. He/she takes initiatives, identifies business opportunities and can propose out-of-the-box solutions.
For the right candidate this position offers attractive financial conditions as well as the opportunity to grow and develop within an organization that's ideal for those who are into technology and driven to achieve. The Network Support Engineer Level 2 reports to the Network Support Level 2 Manager. Will work from the company's Brussels office and the customer premises.
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