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Engineer (Network & Voice), IT Operations
Requisition Number:
12217
Contract Type:
Permanent
Location(s):
Betzdorf, LU The Hague, NL
ROLE DESCRIPTION SUMMARY
The position is directly responsible for the Installation, Monitoring, Operation and Support of the global SES IT install base, with a strong focus on network & voice.
The incumbent will work in close collaboration with the IT Service Desk and all 3rd level Engineering teams.
Extended Job Description:
PRIMARY RESPONSIBILITIES / KEY RESULTS AREAS
- Install, operate and support the global SES IT Infrastructure:
- Networking (LAN / WAN / DNS / Wireless / Datacenter & Cloud)
- Telephony (IP based);
- Proactively monitor the SES IT Infrastructure both on prem and Cloud through enterprise monitoring tools
- Proactively monitor the internet, MPLS and telephony connectivity and work with the providers on incidents
- Support, monitor, maintain Cisco UC infrastructure
- Ability to perform moves, adds, and changes via Call Manager
- Upgrades to all supported VoIP / UC systems
- Have a broad understanding of all technologies covered in the IT Operations group
- Maturity improvement and adherence of/to all IT service management processes, including but not limited to incident management, change management, request fulfilment and problem management
- Maintain standards and standard operating procedures
- Actively participate in Problem tickets
- Work actively with the ITSM tool (Service Now)
- Creation of Incident Reports for major incidents
- Work actively with the Service Desk to help create troubleshooting procedures for common issues;
- Help create knowledge base articles for common issues and for user self-help portal
- Stay up-to-date with state-of-the-art IT concepts and technologies
- Be able to understand all stakeholders in the service delivery process
- Be willing to learn new technologies
- On-call duties will be required 24/7 on a rotational basis
COMPETENCIES
- Ability to integrate into and lead cross-functional and/or virtual project teams
- Strong analytical and problem-solving skills: ability to frame complex problems or business issues and can elaborate and articulate alternative solutions
- Professional level understanding of network architectures, technologies and protocols including cloud concepts
- Proactive approach towards potential and/or current customers
- Ability to work autonomously with minimal supervision
- Good understanding of Operational Principles
QUALIFICATIONS & EXPERIENCE
- Bachelor’s degree in Computer Science, Business Information Systems or equivalent
- Minimum 3-5 years of applicable professional experience in a large heterogeneous environment
- Sound & proven experience with Azure Cloud
- Technical knowledge and good understanding of :
Cloud Networking : Virtual Networks, Azure IPAM, BGP and User Defined Routes, Network Security Groups;
Azure Security & Operations
Network Connectivity : ExpressRoute, P2S and S2S VPNs, Virtual Network Gateways, Load Balancing - Sound technical understanding of the IT landscape and related technical skills
- Sound & proven experience with CISCO technologies, Knowledge of TCP/IP, VoIP and WAN networks
- Solid experience with IP routing / switching and QoS
- CCNA/CCNP Voice/Collaboration or equivalent experience
- Fluency in English, any other language is considered as an asset
- Willingness to travel internationally
- NATO/EU SECRET clearances are considered a strong asset. Candidate must be willing to undergo a security clearance procedure as this position might require holding security clearance
OTHER KEY REQUIREMENTS / COMMENTS
Key performance indicators
- Average time to resolve incidents over period
- Average time to implement requests over period
- Average time to implement changes over period
Main interfaces to other departments
- Technical department management
- Security function
- Internal and external customers
- Architecture and Demand Management
- Business IT
- All network operations function
Volume Drivers
- Number of service and change requests
- Technology changes (e.g. new tools and systems)
Specific projects
- Deployment of new hardware and software solutions within the functional scope
- Consolidation of existing network implementations and solutions throughout SES
- Improvement of the end user experience
- New network technology introduction
- Policy implementation (CoBIT, ITIL, Security and other IT related)
- Change management