LGC Limited Hiring for Network Engineer at Toronto, ON Full Time

The IT Network and Storage Team is responsible for maintaining the IT network and storage infrastructure across the LGC Group and completing associated projects. IT systems are monitored as part of this function and remedial work is performed to ensure that services are maintained to a high level of up time. The projects function involves implementing significant changes to the current infrastructure, including hardware upgrades and migrations; firmware and software upgrades; security remediation; and deploying infrastructure for new services.

The vision of the Networks and Storage Team is to be a center of excellence that provides business-aligned, performance-driven, customer-focused IT services that adhere to industry best practices.

Strong knowledge and extensive experience with Cisco networking equipment is required.

The responsibilities of the Network Engineer role include:
3rd level technical support of a wide range of network hardware and software technologies.

Escalated incident resolution.

Service request fulfilment.

Management of configuration items within the remit of the Network and Storage Team.

Provision of excellent customer service.

Achievement of service level agreement KPIs.

Active contribution to the continual service improvement plan.

Knowledge management.

Incident Resolution:
Resolution of escalated incidents and the restoration of service within agreed SLAs.

Incident closure and re-categorisation.

Where necessary, following the agreed escalation process.

Incident ownership, monitoring, and tracking within the IT service management tool.

Regular communication with users and colleagues, advising them of the progress of incident resolution.

Service Request Fulfilment:
Fulfilling of service requests, ensuring that correct authorisation has been received.

Progression through to resolution of service requests according to the agreed process and procedures.

Communication with the users and colleagues as to the status of outstanding service requests.

Working with LGC Procurement and external suppliers in purchasing software and hardware, as required.

Configuration Management:
To account for and track all IT network infrastructure assets that are deemed configuration items, throughout their lifecycle and administer in the asset registers and monitoring systems.

To put appropriate security and controls in place to protect assets.

To ensure that information and data in the IT service management tools and monitoring systems is current and correct.

Customer Service:
To provide excellent customer service at all times.

Awareness of all service level agreements, operating level agreements and under-pinning contracts that form part of IT services.

Achievement of KPIs as stated in the service level agreements

Field Service Management:
Call management of escalated remote incidents and service requests.

To assist, via remote control, in resolving remote incidents and service requests.

To attend remote sites, if required.

Other:
Collecting and sharing technical knowledge.

Documenting processes and systems to knowledge share with other members of the team.

Proactively making suggestions or recommendations for the continuous service improvement plan, whether technical, procedural or process driven.

Production of management reports.

Qualifications

Required soft skills:
Strong customer service skills.

Strong problem resolution experience with excellent troubleshooting skills – must be able to solve technical problems that are complex in nature.

Works well independently and within a team environment.

Strong communication skills, verbal and written.

Can-do attitude, focussed on meeting deadlines and high quality deliverables.

Experience of working in an IT service delivery environment.

Able to relate and communicate with all levels of the business user community.

Required Knowledge, Experience, and Technical Skills:
Citrix ADC (NetScaler)

WAN / SD-WAN technologies

Cisco switches and routers

Preferred Knowledge, Experience, and Technical Skills:
Cisco firewalls (ideally Firepower / FMC)

Site-to-site and endpoint VPN

Cisco wireless LAN controllers and APs

Web filtering, especially Forcepoint and/or Cisco Umbrella

Beneficial Knowledge, Experience, and Technical Skills:
CCNA and/or CCNP qualification or equivalent experience

ITIL qualification

VoIP systems, especially Cisco CUCM

Cisco Hyperflex

Special Conditions:
Flexibility in hours worked, including weekend work.

Available for work off site around EMEA and internationally, if required.