Service Delivery Engineer

Purpose

To effectively perform the responsibilities of a Level 1 Network Engineer, ensuring the seamless operation and

support of the assigned Managed Network Services client.

DUTIES AND RESPONSIBILITIES

Build and maintain a positive working relationship with the assigned client and ensure effective communication with them.

Conduct a start-of-day network health check using monitoring tools and perform floor walks, as necessary, to ensure the availability of network services.

Maintain close coordination with the Trends Operations Center (TOC) to efficiently perform the tasks for the monitored network-related events that require physical checking.

Assist in the setup and configuration of new network infrastructure during project implementation.

Assist with regular preventive maintenance activities that impact network devices, ensuring everything continues to run smoothly after the activities are completed.

Adhere to the Change Management process of the assigned client for all network-related changes, and ensure proper documentation, approval, and implementation.

Maintain documentation and update network diagrams, IP addresses, and other important network details.

Contribute to the knowledge and information relevant to Network Operations.

Comply with the company’s and the assigned client’s policies, guidelines, standards, and procedures.

Participate in activities promoting a harmonious working environment such as demonstrating trust and respect and practicing open communication.

Perform all other duties and tasks as assigned by the Service Delivery Team Lead and/or Technology Manager.

Client Support

Fulfill the client’s network-related service requests in a timely and efficient manner.

Work closely with other IT support teams, such as deskside support, server support, and IT security, when handling requests involving network components.

Process service requests (Move, Add, Change, and Delete) within agreed Service Level Agreement.

Participate in the creation of Activity Reports, Incident Reports, and Root Cause Analyses, as required.

Client Incident Management

Perform Level 1 network troubleshooting to diagnose and resolve basic network issues, including but not limited to connectivity problems, device configuration errors, and performance degradation.

Follow the escalation process when dealing with complex issues that are beyond Level 1 support capability and participate in the restoration of services.

Keep clients, Operations Manager, Service Delivery Manager, and other relevant stakeholders informed about incidents/faults and provide timely updates, when necessary.

Service Level Management

Ensure compliance with Service Level Agreements (SLAs) by promptly addressing assigned tickets and meeting response and resolution times.

Client IT Asset Management

Ensure clients’ managed assets are accounted for, maintained, and upgraded, if within scope.

Report on the client’s defective assets to verify whether they are covered under the Return Merchandise Authorization (RMA) policy for replacement or repair.

Client Problem Management

Participate in the Problem Record identification and ensure compliance with contractual Problem Management deliverables.

Prevent recurring incidents from happening and minimize the impact of recurring incidents that cannot be prevented.

Process Management

Ensure that the processes within FSTG and the assigned client are followed.

QUALIFICATIONS

Education:

Must be a graduate of any IT-related bachelor’s degree such as:

Information Technology

Computer Studies

Computer Engineering

Electronics Engineering

Experience and Training:

Cisco Certified Network Associate (CCNA) (Must have)

IT Service Management

Have at least 1-2 years of working experience as network support/administrator