Senior Network Engineer – Cisco, Data Center ACI and Security

Job Description


The function of the Senior Network Engineer is to to provide both Level2/3 and advanced technical support to customers. The Senior Network Engineer is a hand on role and will be required to have an extensive technical background in Cisco data center networking, ACI and security products support. The role encompasses a wide range of responsibilities in the areas of data networking and security from design, product audits, installation to trouble shooting as well support to customers.  Support includes field service activities and possibly a few days per week as and when required onsite at customer’s premises within Sydney region, level 2/3 diagnostics and participate in an after hours on-call roster for customer support nationally.

The additional functions of the role are to manage escalation of complex issues to vendors and seek resolution within a predefined time frame will be very important for the overall success of this position.

The Senior Network Engineer role requires the person to have a good technical background in predominantly in Cisco Data center, ACI and Routing & Switching products, Cisco wireless and some network security and firewall experience would be highly desirable. The role encompasses a wide range of responsibilities in the areas of network trouble shooting with other technical teams and service delivery teams during P1 and P2 cases to support the customer.

The Senior Network Engineer may also need to attend internal CAB meetings, customer Technical Review Board (TRB) meetings, also attend onsite and remote conference calls during the P1 and P2 incidences to provide updates both DXC Connect internal team and customers. This position will be based in Sydney, Macquarie Park and may require some travel to customer Data centers and offices.


Service accountabilities

  • Design – the design of the customer solution resides with the data engineer.  In some case this will be a design encompassing only data components and can be completed by the data engineer.  In other cases in a more complex environment the solution may involve the other areas of DXC’s business, Voice, and Applications .  In these cases the data engineer will work closely with the other disciplines to ensure the overall solution will work to the customers business requirements.
  • Installations – involvement in the planning and rollout of customer data networks.  These will sometimes be done in conjunction with DXC Project Management, in which close liaison with the PM will be required.  In other cases the data engineer will be responsible for install and rollout of the solution.  Working with the Technical Support Manager Data for resourcing the work appropriately and engaging any sub contractors where necessary.
  • Support - Provide technical data support to customers who have maintenance contracts or are paying T&M rates for maintenance form DXC Data Networking.  This will include remote diagnostics via telephone and dial in to the customer network.  Should onsite attendance be necessary the engineer will attend site themselves or arrange and co-ordinate a field service person or sub contractor to attend.  Ownership of fault resolution is with the Data Engineer through to completion.
  • Presales activity which includes scoping and quoting all data networking and security products and services in the DXC Data Networking portfolio. Customer meetings with sales staff which include presentations, whiteboard design sessions and converting a customers business requirements into a technical solution.
  • Assist with some of the delivery of professional services on wireless network security audit and wireless site survey at customer sites when required.
  • On call after hours support to customers for P1 and P2 cases.
  • Work with staff/vendors to test problems to come up with solutions to fixes, patches etc.
  • Verify the conformity of all the equipment in the customer solution
  • Escalate issues to Vendors when required
  • Raise the quality of standards & quality of services offered, measured on Customer service.  This will include closure time of problems, response times, & customer survey.
  • Be Aware of all costs & tracking.  Adhere to the most economical solution in delivering services
  • Fully support & liaise with the service management team to provide solutions and develop internal and external processes.
  • Ensure all call log reports are completed, and closed within the guidelines required, and that all documentation is forwarded to Customer Support for billing.
  • Work with the team to ensure successful installations are completed, and customer satisfaction is maintained and increased
  • Complete a weekly summary report and timesheet indicating hours spent each week and submit to Network Operations Manager.

Additional Responsibilities

  • Promote the DXC image of a Company which guarantees customer satisfaction, in accordance with the strategy of the Company.
  • Detect and seize every opportunity allowing to promote the Value Added Services activities, both internally and externally.
  • Fully support & liaise with all other areas of DXC where required.
  • Accept responsibility for own standard of performance and ensure quality results.
  • Undertake duties in accordance with health and safety requirements demonstrating a duty of care to own self and others.
  • Achieve company objectives in regard to service, sales and company growth
  • Complete any other tasks/duties as required.
  • Provide timely updates on all escalated Level 3 & 4 problems
  • Promote the DXC image to guarantees customer satisfaction, in accordance with the strategy of the Company



  • Certified Cisco CCIE-Data Center and/or Routing and Switching
  • Strong experience with ACI and Cisco network security technologies.
  • A solid understanding of Cisco SD_WAN and SD_Access products.
  • A solid understanding of F5 LTM and GTM products
  • A solid understanding of Checkpoint firewalls products
  • Proven experience in major incidents management with solid methodologies and attention to details.
  • At least 10 years experience in networking and/or a technical management role in technical support and/or incident management roles.
  • Excellent oral, written and customer facing skills in English,
  • Professionalism at all times, with strong customer focus,
  • Good communication skills - Good customer facing experience.

Technical Experience

  • Experience in supporting Cisco Data Center and ACI Environments
  • Experience in supporting Cisco SD-WAN and SD-Access products
  • Experience in supporting Cisco ASA/FirePower security products
  • Experience in managing major incidents and working with technical team of L2/L3 network engineers.
  • 10 years+ experience working with Cisco networking products in a project and support engagement
  • Must have experience working in mission critical environments.
  • Must have experience working within ITILv3 service management framework.

Education & Certifications

  • Diploma in Computer Science or Engineering highly desirable
  • Cisco Routing and Switching and/or Security, wireless certifications
  • Training or certification to ITIL process and policies

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