Customer Service Engineer - Network (CSE)
The Customer Service Engineer (CSE) will work as a member of the Ottawa Network Operations
Center (NOC) team reporting to the Manager. The CSE remotely supports Nova's customers delivering
service management and engineering services for an assigned portfolio of customers. The CSE performs
pro-active engineering analysis of the customer’s technical environment and provides pro-active
up-selling and professional services when out of scope requirements are identified. The CSE
manages contractual service obligations and maintains service scope.
All candidates must be eligible for security clearance to the level of enhanced/secret. The ability
to work in a team environment coupled with the flexibility to work after hours and weekends when
required and be part of rotational on-call support will be keys to your success.
Responsibilities include:
- Manage, escalate and drive satisfactory resolution of customers' technical
support, service and network issues based on NOVA network solutions.
- Act as lead technical resource with specific technical expertise in network
products and services, more specifically routing and switching.
- Proactively and reactively interface with network customers in the management
of technical issues as well as collaborating in planning, implementation,
skills and knowledge transfer and day-to-day operation of new/expanded services.
- Act as network Subject Matter Expert (SME).
- Proactively communicate tailored information to individuals within the
customer organization to increase/maintain the operational health of
NOVA network service solutions.
- Identify opportunities for NOVA to assist customers through expanded services
and engage appropriate resources within NOVA to drive those opportunities.
- Proactively monitor technical issues pertaining to networks at customer sites
and make recommendations to reduce the risk/impact of similar future problems.
Qualifications:
- You must have CCNP or equivalent experience.
- You must have experience dealing with Internet Service Providers (ISP) like Bell, Verizon, AT&T, Sprint/Rogers
- You must have experience with wireless APs
- You have demonstrated expert knowledge of WAN protocols: Frame Relay, ISDN, MPLS, DSL
- You have demonstrated expert knowledge of Cisco technology and IOS command set
- You have demonstrated expert knowledge of Simple Network Management Protocol (SNMP)
- You have demonstrated expert knowledge of LAN protocols
- You must have experience with Cisco CallManager and IPT VOIP
- You must have experience working with HP Openview or other network management systems
- You have worked with an online ticketing system, such as Remedy ARS, Clarify, or similar
- You have exemplary technical troubleshooting skills
- You have the ability to engineer and implement complex network architecture changes
- You are a great team player and can coach and mentor 1st and 2nd level staff.
- You have strong phone skills with customer first attitude.
- You have worked in a large multi site environment supporting over 300 customers
- You have experience working in a fast paced customer support environment
and have handled stressful pressure situations
Additional areas of knowledge and expertise that would be considered an asset include:
- MSCA or equivalent experience in Microsoft servers.
- Experience with UNIX and Linux administration and troubleshooting
- Experience with Project Management or Service Delivery Management
- Knowledge of Six sigma and ITIL processes
- Knowledge of security incident management and devices (firewalls, IPS/IDS)
- Able to read-write-speak French or other languages
Qualified Ottawa-based candidates should apply to:
resumes5@novanetworks.com.
Only those candidates selected for interviews will be contacted.
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