Network Support Engineer

The position is related to the maintenance and operation of an operational communications infrastructure involving a network of 1,200 servers and clients. As part of the team of communications specialists, the Network Support Engineer is responsible for the following:

1. LAN support of the on-site local area network/ground stations.
2. WAN support of the wide area network connecting to sites all over the world via leased and dial up lines.
3. Network services, security services (Firewalls/IDS), voice services, and Network Timing Protocol support.

The successful applicant will focus his/her activities on the following:

• Provide 2nd line support for all elements in the ESA Operational Network.
• Use the electronic trouble ticket system to record all detected faults and change requests, recording all events leading to resolution within the targets defined in the Service Level Agreements.
• Liaise with 1st and 3rd line support groups in speedy resolution of incidents and problems.
• Organise and carry out routine installation of equipment into all areas to a standard to ensure target reliability is met.
• Perform preventative maintenance in accordance with procedures.
• Perform patching in wiring centres and user areas to provide end user connectivity.
• Provide cross support in a constructive manner to other parties in support of WAN and/or LAN incidents/problems.
• Provide extended cover automatically when critical faults remain open at the end of the day.
• Produce punctually and accurate reports and statistics on all activities.
• Create and maintain Knowledge and Configuration Databases of the whole of ESA's Operational communications infrastructure.
• Administer and keep up to date the IP address database for subnets using QIP DNS and/or other tools.
• Provide the 1st line support team with operational procedures, handover documentation and training for new/or enhanced systems.
• Work closely with engineering to familiarise the team with new systems, ensure adequate handover, sparing, training and documentation to both 1st and 2nd line.
• Ensure outages are minimised by system implementation standards, sparing and procedures.
• Actively participate in recommending technical and procedural improvements to the benefit of the service.
• Preparation, support and implementation of planned and scheduled changes.
• Ensuring service interruptions are minimised during planned activities.
• Adhere to current site procedures (technical, environmental, safety and security).

• Proven experience of systems, routine and contingency procedures within a large multi-platform communications environment, particularly using Cisco routing and switching equipment and firewalls.

• Current LAN and Routing technologies & protocols (STP, HSRP, OSPF, BGP, VRFs).

• Firewall/IDS technologies. (Cisco ASA).

• Current Cisco Enterprise Switches and Routers, Network Sniffers (Wireshark). Cisco Prime, Ciso LMS, QIP DNS, Cisco CSM, HP NNMi.

• Experience with Cisco ACI would be an advantage.

• Organisational and time management, report writing, and strong service ethic.

• Experience as Team Coordinator would be an advantage.

• Strong interpersonal skills, self-motivation and the ability to work in a team are very important.

• Good analytical skills and incident resolution skills.

• Knowledge of IT Service Management processes and good practice (such as ITIL), in particular in the areas of incident, problem and change management.

• PC literacy: MS Professional Office Products, Visio, Lotus Note.

Very good command of English with proven drafting ability, knowledge of German a plus.

CISCO CCNA required, CCNP is an advantage.