Network Support Engineer

• Timely incident and Service requests resolution within agreed SLAs
• Provide remote support to end users regarding used network technologies
• Support the implementation, operation and maintenance of network and security solutions in national and international environments
• Implementation and monitoring of international standards and concepts
• Monitoring, handling of updates, installation and implementation planning of IT network systems
• Asset Management (Licensing, Warranty, Documentation...)
• Documentation - maintain comprehensive documentation related to the supported environments and services
• Work with the IT specialist departments and close coordination with our international development environment / expert team as well as external service providers and consultants

Requirements

• University or college degree in IT or similar
• At least 2-3 years of experience in a similar technical or customer service support
• System knowledge of Cisco components and applications
• Familiarity with the usage of a network management system and standard reporting utilities
• Advanced skills in TCP/IP, Wi-Fi/Wireless LAN, Routing/Switching, LAN-Security
• Ideally, you will also have experience in the areas of Cisco based Unified Communication, Cisco ACI / DNA, AAA-Systems, Web services, VPN and Firewall (Palo Alto preferred)
• Familiar with Cisco IOS, TLS / SSL certificates and public-key infrastructures and have ideally knowledge in Microsoft Office and Server as well as Python
• Some ITIL background ideally supported with related certification(s)
• Strong background with the definition and implementation of associated support processes and documentation (Incident Management, Change Management, Handbooks, Work instructions)
• Familiarity with the usage of a ticket system and standard reporting utilities
• The ideal candidate possesses a combination of technical expertise, strong analytical skills and excellent interpersonal skills
• Ability to prioritize projects, issues and tasks and work in an international environment
• Friendly and competent customer service attitude
• Fluent English (B2+)
• German is an advantage