Network Engineer

Roles and Responsibilities Network Engineer

Primary Responsibility: Support the customer’s day-to-day network operations, troubleshoot network issues, coordinate incident resolution and assist with technical presales activities.

1. Network Operations Support
   Support and maintain the customer’s network infrastructure, including switches, routers, wireless access points and related equipment, within the assigned scope.
2. Troubleshooting and Incident Resolution
   Diagnose and resolve LAN, WAN, Wi-Fi, IP addressing, VLAN, routing, uplink and connectivity issues. Identify root causes and recommend corrective measures to prevent recurrence.
3. Customer Coordination
   Coordinate with the customer’s IT team to understand issues, obtain necessary access and approvals, communicate progress and confirm service restoration.
4. Monitoring and Performance Review
   Monitor device availability, link utilisation, interface errors and network performance using available tools. Identify potential faults and escalate them before they cause service disruption.
5. Ticket Management and SLA Compliance
   Log, track and update service tickets. Prioritise incidents according to business impact and work towards the applicable response and resolution timelines.
6. Configuration and Change Management
   Configure network equipment and implement approved changes. Maintain configuration backups and rollback plans, and perform changes in authorised maintenance windows.
7. Installation and Commissioning
   Support equipment installation, firmware updates where supported, configuration, connectivity testing and commissioning. Verify functionality before handing over to the customer.
8. OEM, ISP and Vendor Coordination
   Coordinate with OEM support teams, internet service providers and other vendors for technical escalation, circuit faults, hardware failures and RMA processing, wherever applicable.
9. Preventive Maintenance
   Conduct scheduled health checks covering device status, logs, power supplies, fans, temperature, port errors and uplink connectivity. Submit findings and recommendations.
10. Standby and Replacement Support
    Assist with spare verification, standby deployment, configuration restoration and testing of replacement devices. Record equipment movement, serial numbers and customer acknowledgement.
11. Pre-AMC Device Verification
    Inspect switches before AMC commencement, collect available logs and record their operational condition. Identify dead or faulty devices and report them for finalisation of the AMC inventory.
12. Network Security Support
    Follow the customer’s security policies, protect credentials and configuration files, and implement approved access controls and security settings. Escalate vulnerabilities and unsupported equipment risks.
13. Documentation and Reporting
    Maintain network diagrams, IP address records, port mappings, device inventories, configuration records and incident reports. Prepare service updates and root-cause analysis reports as required.
14. Presales and Site Surveys
    Participate in customer discussions and site surveys to assess requirements, existing infrastructure, cable routes, equipment locations and technical constraints.
15. Solution Design and Proposal Support
    Assist in preparing network designs, BOQs/BOMs, technical specifications, compliance sheets, implementation plans and technical proposals. Coordinate with OEMs for product selection and sizing.
16. Demonstrations and Proof of Concept
    Support product demonstrations and POCs, conduct agreed tests, document results and assist in addressing customer technical queries.
17. Service Improvement and Capacity Planning
    Recommend improvements to network availability, performance and capacity. Highlight ageing equipment, lifecycle limitations and future expansion requirements.
18. Teamwork and Professional Conduct
    Coordinate with internal teams, maintain proper handovers, attend assigned customer visits and follow site procedures. Maintain confidentiality and provide clear, professional communication.