IT Network Engineer

Vor Ort
6 months +
MBA - Dusseldorf
flag_no Deutschland

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For our client located in Dortmund, Germany, we are currently looking for two IT Network Engineers

Start: ASAP
Duration: 6 months +
Work location: Dortmund and client site/remote
Project language: English + German

The freelancers will provide services as the primary engineer assigned to customer accounts in support of their systems, infrastructure and daily administration and management. Engineer will work closely with Service Managers and internal teams to ensure that all aspects of the customer's on-going system support and administration are successful. Engineer will be responsible for the creation and maintenance of application flow diagrams, custom monitors, RTS (Return to Service) documents, and Knowledge base articles as needed. Engineer will be available for escalations 24x7 on an on-call basis. He/She will conduct ongoing training for first line support personnel on their assigned customer's environment. Identifies and corrects recurring technical issues within their assigned customer(s) environments. Advises customer and acts as their SME (subject matter expert) for their environment for ongoing upgrades and infrastructure improvements.

Job Description/Project Background
- Takes responsibility for the technical support relationship for assigned customers for all issues owned by support services.
- Works break fix issues and change requests to completion while actively and thoroughly documenting all work in a ticketing system.
- Performs pro-active work within the customer environment to maintain industry standard best practices for supported software and hardware. Documents pro-active work in a ticketing system.
- Writes detailed change instructions and submits change requests.
- Schedules customer conference calls to assist in troubleshooting.
- Attends customer conference calls and meetings to discuss ongoing support issues. Prepares in advance to discuss open support tickets and active customer inquiries.
- Identifies recurring issues for assigned customers and performs corrective action.
- Reviews support tickets to ensure open cases are being handled appropriately and progress is being made.
- Available for escalations for assigned customers on a 24x7 on-call basis. Responds to escalation calls promptly after hours and continues work through to resolution.
- Takes ownership of customer issues as necessary, working problems to resolution (following all policies and procedures that dictate minimum standards for ticket handling, such as customer communication status updates, timelines for escalation, management communication status updates, etc.).
- Responds to support queue phone calls and takes ownership of alert generated tickets.

Experience/Required skills
- Candidates must hold one of the following MCTS certifications; Active Directory, Configuration; Network Infrastructure, Configuration; Applications Infrastructure, Configuration; Windows Internals.
- Exceptions may be made for qualified candidates to obtain an MCTS certification within 90 days of hire date.
- 5-7 years of systems administration experience on the MS platform.
- Experience in supporting IT. systems and infrastructure in a 24x7 production environment.
- Experience and expertise supporting Windows Server 2003, 2008, Windows clustering, IIS, and MS Active Directory in a systems administrator role.
- Expertise in Windows administration utilizing Scripting and other forms of automation.
- Experience supporting and administering HP or IBM server and storage hardware.
- Experience with installation, configuration and administration of the Microsoft DotNet framework in support of web applications and products.
- Expertise, knowledge of SharePoint 2007, 2010 design, configuration and troubleshooting
- Expertise, knowledge of MS SQL Server 2005 and 2008 including design, configuration and troubleshooting
- Web technology experience for the MS Windows platform, including multiple tier web/application layer designs.
- Expertise with network troubleshooting at the server level. VPN experience using MS PPTP, L2TP, Cisco Pix and ASA for support and troubleshooting purposes.
- Expertise with DNS, WINS and Windows networking protocols.
- Exceptional analytical and problem solving skills, with logical problem solving from Layer 1 through Layer 7 of the OSI model.
- Excellent communication and customer service skills are required.
- Exceptional documentation skills are required.
- Exceptional planning skills and ability to work within change control parameters.
- Ability to work well under pressure.
- Ability to work in a team environment that requires a great deal of independent thinking and work execution.
- Strong sense of urgency in support of all customers. Ability to understand business requirements for technical needs and utilize the business requirements information to prioritize work, develop solutions, and set urgency for others.
- Ability to track and prioritize work independently, based on information from customer and service manager.
- Ability to express complex situational information verbally and in written form.
- Ability to establish expected completion dates for work being performed and provide immediate status updates if the work cannot be completed by the specified date.
- Ability to follow policies and procedures that dictate minimum standards for ticket handling, such as customer communication status updates, timelines for escalation, management communication status updates, etc.

Michael Bailey International is acting as an Employment Business in relation to this vacancy.