Networking Service Delivery Field Support Engineer (L3)
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Job Description
Structured overview of role & requirementsAbout This Role
Provide third-line onsite and remote technical support and field engineering to clients, specifically for networking infrastructure and software.
Proactively identify and resolve technical incidents and problems to ensure zero missed SLA conditions, including incident management and escalation to L4 engineers when required.
Create work instructions and knowledge articles to assist in incident diagnosis, resolution, and prevention.
Minimum Requirements
Bachelor's degree or equivalent in Information Technology, Computing, or related field.
Professional level certification in networking technologies (e.g., Cisco CCNP, Juniper JNCIS, Aruba ACMP); Cisco DevNet certification preferred.
Seasoned experience in networking technologies including routing, switching, wireless, SDI distribution, core and access layers, and in technical support and troubleshooting.
Workplace type: On-site. Notice period: Not explicitly mentioned in the JD.
Ideal Candidate Profile
Experienced in managing and diagnosing complex networking incidents at the third line (L3) support level with a proactive approach to problem solving and SLA management.
Skilled in collaborating with multiple stakeholders including clients, carriers, and vendors to expedite problem resolution.
Comfortable working under pressure with a client-focused mindset and ability to handle onsite engineering support and field service tasks.