Support Engineer, IP 1 1

Role description summary

The IP Global Support Engineer is responsible for ensuring the optimal performance and security of network systems through continuous monitoring and proactive troubleshooting. They respond promptly to complex technical issues, documenting incidents and resolutions within a ticketing system, while delivering exceptional customer support to both internal and external clients. The IP Global Support Engineer manages change requests related to network configurations and upgrades, ensuring seamless implementation without disruption. Additionally, they collaborate with cross-functional teams and vendor support to escalate and resolve issues effectively, contributing to overall network enhancement.

primary responsibilities / key result areas

• Network Monitoring and Troubleshooting (Shared Responsibility): Continuously assess the health, performance, and security of network systems using monitoring tools. Proactively identify and resolve network issues to minimize downtime and optimize performance.
• Incident Management (Shared Responsibility): Respond promptly to complex technical and hardware/software issues. Document incidents, troubleshooting steps, and resolutions in the ticketing system, and escalate significant alerts to the appropriate teams as needed.
• Customer Support (Shared Responsibility): Deliver exceptional support to internal and external clients. Engage professionally to diagnose and resolve issues in accordance with Incident Management Procedures, ensuring a positive customer experience.
• Change Management (Shared Responsibility): Develop and manage change requests (CRs) for network configurations, maintenance, and upgrades. Monitor implementation to ensure changes are executed effectively without disrupting network performance.
• Collaboration and Escalation (Shared Responsibility): Collaborate with cross-functional teams and vendor support to ensure timely escalation during outages or performance issues. Work with other departments to resolve problems and enhance network capabilities.
• SAS L1 Support (Shared Responsibility): Deliver 24/7 first-level support for service assurance troubleshooting, ensuring critical tools remain stable and operational. Act as an escalation point to higher-level support teams, facilitating prompt resolution of major incidents.

competencies

• Network Routing & Switching Expertise: Proficient in routing (BGP, OSPF, ISIS, MPLS) and switching protocols (VLAN, RSTP, MSTP, LACP, VRRP), with hands-on experience on Cisco and Juniper Networks platforms.
• Technical Proficiency: Skilled in advanced networking technologies including BGP, MEF Services (EPL, L2VPN, L3VPN), load balancers, SDWAN, and MPLS, with experience on key hardware like Cisco ASR, ASA, and Juniper MX and EX series.
• Team Collaboration: Fosters teamwork and collaboration by ensuring effective communication with peers during shifts.
• Adaptability & Problem-Solving: Ability to quickly adapt to changing environments and resolve technical issues efficiently under pressure.
• Client-Focused Communication: Strong interpersonal skills with the ability to communicate effectively across cultures, ensuring customer satisfaction and understanding throughout interactions.
• Organizational Skills & Documentation: Highly organized with meticulous attention to detail, ensuring accurate documentation and prioritization of tasks in a dynamic, fast-paced environment.

Qualifications & Experience

Required

• 2-5 years of technical support experience in satellite, wireless communications, or network operations environments
• Hands-on experience with networking, routing, and switching technologies, including BGP, OSPF, MPLS, EIGRP, VRRP, and SDWAN.
• Proficiency with key platforms such as Cisco ASR, ASA, Juniper MX, and EX series.
• Experience in network troubleshooting, load balancers, VPNs, and firewalls.
• Familiarity with network management systems (e.g., Compass, Dataminer, Helix, ScienceLogic (EM7), Service Now, SATNMS, Zenoss) and other monitoring tools.
• Ability to work a 24/7 rotational shift, providing operational support in fast-paced environments.
• ITIL Certification or demonstrated equivalent experience with incident and change management processes.

Preferred

• Bachelor’s degree in Telecommunications, Information Technology, or related field.
• CCNP or equivalent certification.
• Proven experience in network infrastructure management, disaster recovery planning, and network optimization initiatives.

Proficiency with Microsoft applications (Excel, Word, PowerPoint, Visio) and documentation tools.