Network Engineer L1

Brennan IT Pty Ltd

Network Engineer L1

Purpose of Role
To provide 1st/2nd level technical support to Brennan Voice and Data clients, Brennan IT engineers and staff. To coordinate, collaborate and escalate incidents within established timelines with Level 3 engineers, Carriers and Suppliers. To ensure all contracted levels of performance are achieved and SLA’s as agreed are met. Will be responsible to continuously improve the Efficiency and Excellence of Service Delivery as measured by Client Satisfaction ratings.
Key Responsibilities
Your activities and duties may include but not limited to:
Troubleshoot complex customer network issues (LAN & WAN) and provide corrective actions to restore the customer services
Troubleshoot and resolve complex WAN issues in coordination with carriers & suppliers
Act as technical escalation point of contact for Level 1 engineers and all other internal and external issues in regards to Brennan Voice and Data services
Responsible for improving performance for the customer network, devices and services 
Responsible for cross functional coordination to resolve internal and customer related issues
Maintaining internal and customer communication during the ticket resolution
Escalating issues to next level as per define procedures 
Responsible for documentation of customer network and updating internal knowledge database
Execute project tasks, including but not limited to gathering customer technical requirement, configuring router, switches, firewalls and other associated network devices if any.
Creation of MOP/SOP and responsible for change management
Assist is creation of Root Cause analysis (RCA)
Adherence and compliance to the defined processes and tasks assigned
Training and Mentoring Level 1 network engineers and other staff as necessary

Key Competencies
2 to 5 yrs. of experience in technical network support role preferably in Managed Services or Telecom provider environment.
Strong industry based technical aptitude (e.g.TCP/IP and Application layer protocols)
Good troubleshooting experience on multiple networking platforms and technologies (Cisco, Huawei, Juniper etc.)
Good knowledge and troubleshooting experience on DSL, ISDN, Ethernet, IP, 3G/4G and networking protocols (eg. SNMP, DHCP, DNS, HSRP, Routing protocols like EIGRP, OSPF, BGP etc. and switching protocols like VLAN, Trunking, Dot1x, STP etc.)
Good knowledge on GRE, IPSEC VPN’s, NAT/PAT
Good knowledge on MPLS, QOS and other advanced network technologies
Good knowledge on network security (Cisco ASA, Juniper Netscreen, Sophos) and wireless technology (Cisco Meraki) etc.
Good knowledge on network monitoring tools like Nagios, Cacti, Manage Engine, etc.
Experience in supporting international clients
Willing to work in shifts
Experience in working with managed services or telecommunication provider
ITIL Service Management Foundation accreditation
Knowledge on Voice technology
Key Qualifications
Bachelor’s Degree or relevant experience & proficiency
CCNA Certified.

At Brennan IT, it's all about customer service.
Founded in 1997 by Dave Stevens, Brennan IT started in a loft in Balmain servicing the Australian mid-market. As a team of four tech experts and enthusiasts, they shared the same passion, drive and mindset as our clients. Working fast, proactively and strategically as trusted partners and advisors for our clients, we were early pioneers in Managed IT Support and Cloud Computing. Until this day the story and the core value of exceptional customer service remains. That's why over 1000 of Australia's businesses and largest brands such as Local Government Super, Simon George & Sons, Guide Dogs, PCYC and Strandbags choose Brennan IT over other IT service providers. It is also the reason why we rank No.1 Managed Services Provider in Australia for seven consecutive years and more importantly why we still have clients' who have been with us since we started in 1997.

Brennan IT is one of Australia's leading, and most respected, technology solutions providers to the Australian Mid-market. We are the only IT company listed in the BRW Fast100 list for 7 consecutive years and we're proud to be listed by Deloitte's Australian Technology Fast 50, and Australian Technology Fast 500 since 2005. Brennan IT has also been named the #1 managed services provider in Australia, for the last 4 years and #8 globally, by international managed services research index MSPmentor 501.