Service Delivery Engineer | FSTG

 I.  PURPOSE

To effectively perform the responsibilities of a Level 1 Network Support, ensuring the seamless operation and support of the assigned client.

• 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.
• 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 Field Support Manager

• 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.

• 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.

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

• 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.

• 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.

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

 A.  Minimum Education

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

• Information Technology
• Computer Studies
• Computer Engineering
• Electronics Engineering

• Certification in any of the following is an advantage:

o Cisco Certified Network Associate (CCNA)

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

• Report directly to the assigned FSTG client.
• Be willing to work on a shifting schedule or align with the client’s working hours.
• Participate in trainings and obtain relevant certifications applicable to the role.
• Remain accessible during incident support calls, even outside regular working hours.