Network Engineer

6 months ago


Manukau City, New Zealand ROOSH TECHNOLOGY LIMITED Full time

The role will provide technical services to ROOSHTECH customers and a technical escalation point for customers of ROOSHTECH services. It is anticipated that this role will require
80% technically challenging case management and 20% project work, resulting from challenging incidents or project work required for incident remediation or incident pca (permanent corrective action). This role will also assist with the technical transition of new technologies, products and technical services into the Customer Support team.

OUR VALUES AND BEHAVIORS: How we all choose to behave at ROOSHTECH

Do the right thing Succeed together Innovate for impact
➔ Make it smart and
simple for others
➔ Go the extra mile
➔ Take ownership, be
accountable

➔ Listen with empathy
➔ Bring passion and
purpose everyday
➔ Take pride in lifting
others up

➔ Anticipate and solve
problems
➔ Explore, experiment and
reach for better
➔ Push boundaries, be
bold and courageous

LEADERSHIP COMPETENCIES:
People Results Thought Self
Collaborates Drives Results Customer Focus Nimble Learning and
Self Development

TECHNICAL COMPETENCIES:
Relevant Experience or qualifications:

- CCNP or NSE 5 qualification is desirable.
- Comprehensive understanding of switching, routing and firewall.
- At least Three years' experience troubleshooting and solving problems in a
customer-focused environment.
- Passion for delivering excellent outcomes for customers.
- A self-starter with a passion for finding what needs to be done and making it happen.
- A commitment to improve and learn new skills.
- Experience with Google products and services.
- Experience working with Cisco and/or Fortinet networking products.
- Knowledge of technical support issues related to Internet connectivity, firewalls and PC
troubleshooting experience.
- Excellent communication skills including the ability to explain technical issues in a concise,
non-technical manner to staff who have little to no technical knowledge.

Technical Leadership:

- Provide technical leadership and direction to the Tier 1/Level 1 team on technically
challenging cases or operationally challenging cases (for example when
multi-parties/vendors are involved).

Fault Management:

- Help manage critical school faults relating to any of the ROOSHTECH products and services.
- Build relationships and work with third party ICT providers and vendors to resolve faults.
- As required, visiting school sites and dedicating time to resolving issues. This may require
going beyond the scope of the role description and pre-defined processes.
- After-hours support for Problem Management escalation.
Services:

- Support the delivery and promotion of ROOSHTECH services.
- Training, documentation and knowledge sharing both internally i.e. Tier 1/Level1 team,
externally i.e. schools, and ICT partners.
- Build and maintain a knowledge base of technical information.
- Develop templates to assist in the creation of standardised solutions.
- Identify risk and issues associated with the installation and support of complex solutions.
- Playing an active role in any change control.

KEY ACCOUNTABILITIES:
Relationships:

- Develop relationships with Schools, ICT providers, and selected vendors.
- Work collaboratively with the wider Customer and Product teams to escalate issues and
risks where required.
- Work collaboratively with the Tier 1/Level 1 team.
Culture:

- Support, create and maintain the culture within the team that is positive and focused on
delivering benefits to the end user.
- Engage with others in the organisation to help build an open, supportive and positive

**Job Types**: Full-time, Permanent

**Salary**: $65,000.00 - $75,000.00 per year

**Benefits**:

- Professional development assistance
- Work from home

Schedule:

- 8 hour shift
- Day shift

Supplemental pay types:

- Performance bonus


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