Job Description

The function of the Network Security Engineer is to to provide both Level2/3 and advanced technical support to customers. The Network Security Engineer is a hand on role and will be required to have an extensive technical background in data networking and security products support. The role encompasses a wide range of responsibilities in the areas of data networking, security and wireless ranging from design, product audits, installation to trouble shooting and support for customers. Level 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 Network Security Engineer role requires the person to have a good technical background in predominantly in Cisco and/or Meraki Routing and Switching products, Cisco and Meraki Wireless, Palo Alto and Checkpoint network security and firewall experience is also key to the position. Any SDWAN, MS Azure and AWS 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 Network Security Engineer may also need to attend internal CAB meetings, customer Technical Review Board (TRB) meetings, also attend conference calls during the P1 and P2 incidences to provide updates both DXC Connect Technology internal team and customers.
Responsibilities:
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 Network Security 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 maintenance customers and SOC/NOC customers.
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 Technical Support Manager.
Incident Management:
Resolve single- and cross- technology incidents independently.
Work with team members to resolve unusually complex or cross- technology incidents.
Escalation Management:
identify, manage, and lead escalations through L3.
Work with others to help manage escalations through L5.
Problem Management:
Proactively and reactively look for solutions to prevent problems from occurring in team/technology area.
Change Management/Implementation: Independently review, implement, and verify changes/solutions of high complexity and risk to meet customer and/or trade/IT infrastructure needs.
May lead or participate in a Change Advisory Board.
Patch and Security Management:
Apply patch and security changes per policy.
Proactively monitor the environment for patch compliance.
Analyze patches for compatibility with each customer or internal infrastructure environment.
Configuration Management: Ensure Configuration Management Database (CMDB) entries are complete and accurate.
Solution Design: Applies the company solutions to meet highly complex customer and/or trade/IT infrastructure needs.
Quality:
May provide feedback/influence change in internal and/or vendor-provided products/service offerings.
Project Management:
Participate, propose, and/or lead customer and internal projects across technology customers and/or internal businesses/end users areas, including transformation.
Customer Relationship Management:
Influence with customers and/or internal businesses/end users regarding operational details, solutions, and proposals.
Becoming a trusted advisor to the customer.
Teamwork:
Work as part of a team, which may be virtual, global, and/or multi-functional.
Lead teams which address operational processes and policies in work area.
Seen as a resource to the team in one or more technical or business areas.
Becoming a trusted advisor inside and outside the team/technology area.
Education and Experience Required:
Bachelor's degree in Computer Science, Engineering, Business, or related field or equivalent work experience.
May have Master's degree in related field.
Often holds entry-level certification(s) in work field.
May hold intermediate-level certification(s) in work field.
Typically 5+ years of relevant experience.
Technical Experience
a,A Experience in supporting Palo Alto Next Gen Firewall security products
a,A Experience in supporting Cisco ASA/FirePower security products
Experience in supporting Cisco Data Center Environments would be desirablea,A Experience in supporting Cisco Meraki products would be desirable
a,A Experience in supporting Checkpoint Firewall security products
a,A Experience in managing major incidents and working with technical team of L2/L3 network engineers.
a,A 5 years+ experience working with Cisco and/or Palo Alto networking products in a project and support engagement
a,A Must have experience working in mission critical environments.
a,A Must have experience working within ITILv3 service management framework.
Knowledge and Skills:Typical skills include:
(strong) understanding of technology in direct responsibility (developing) understanding of other technology sub-areas.
General understanding of related technologies.
(strong) Customer Service.
General Project Management.
(developing) Influencing Others.
(developing) Customer/Vendor Management.
(developing) Business Analysis.
(developing) General Financial Management.
The Network Security Engineer is a hand on role and will be required to have an extensive technical background in data networking and security products support.