Job Description

Title of the Position: Technical Delivery Engineer - 2nd Line - Connectivity Designation: Senior Engineer Work Location: Mangalore (Work from Office) No. of positions: 01 Client from: UK Business Unit: Application Development Shifts: UK shift

Who We Are:

unifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.
At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.
unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.

Summary of the Position:

Our business protects UK organisations with the goal of enabling them to operate effectively and securely in the cloud, by giving them secure platforms to innovate and grow. We support our customers on their digital transformation journey regardless of their maturity. Our vision is to be the UK's number one provider of secure, integrated cloud services to the small to mid-size market.
The Engineers in the team will monitor the Service queues to ensure all client raised cases are dealt with in a timely manner. This role focusses on connectivity support providing support up to 3rd line.
The core technology vendors support is; Juniper switching and routing, Palo Alto Firewalling,
Fortinet SD WAN. They will also be expected to work directly with the tools employed by Six Degrees, vendors and suppliers. This includes a good knowledge of managing support cases raised to ISPs and diagnose issues with products such as 4G, FTTP, ADSL, SoGEA and work with circuit providers, and device manufacturer TAC's to resolve faults. The 3rd line role requires a level of specialism and expertise to handle escalated tickets, to provide support from a major incident perspective and for complex changes. The role also includes an expectation of being able to review and provide proactive recommendations to a customer network based on health checks and security best practices to prevent issues and to optimize performance of the clients end to end client connectivity.
They must also have a good understanding of the ITIL framework, particularly Incident and Change, as the Engineers will often be required to implement planned Changes and emergency fixes

Roles & Responsibilities: (What you'll do)

Our Technical Delivery engineers have a strong focus on the client and delivery to meet their requirements, resolve issues and provide a professional service to their satisfaction. The ideal candidate must have demonstrated responsibility of maintaining and developing the technical skills required to provide these services to our customers in accordance with performance indicators and service level agreements. This will include maintaining good customer communication as a point of escalation and pro-actively managing internal support escalations through all supporting levels. Day to day expectations include: Responding to Incidents referred to team queue. Resolving Incidents within the customer Service Level Agreement (SLA). Planning, Scheduling and Completing Service Requests and at an agreed time with the customer, within SLA. Implementing out of hours Service Requests May be required to be part of on call rota to support out of hours Incidents (approx. 1 in 4 weeks).

Qualification & what you have

Degree in an associated discipline and/or certification(s) would be advantageous. Experience with project methodologies e.g. Agile, SCRUM, SDLC) ITIL V3 Foundation (desirable) Relevant technology certifications as appropriate Connectivity (e.g. NSE5, JNCIP, PCNSE, CCNP)

Experience:

5+ years of professional experience. Working with relevant technology and delivering brilliant technical services including proven working experience in installing, configuring, and troubleshooting complex systems and environments. Understanding of the ITIL processes, particularly change and incident management Proven experience in delivering effective communication Experience working in a fast-paced managed services environment desirable.

Shifts:

Flexible to work in shifts as and when necessary

Skills

Excellent verbal and written communication Strong collaborative mind-set Continuous improvement mindset Quick learner who easily adapts to ambiguous situations Strong relationship building skills Strong senior technical background in at least two of the following: * Network Security Device/Firewalls (Fortinet Fortigate, Palo Alto NGFW, Cisco ASA