Senior Support Engineer

Co-Founder and Sales Director at CDH Professionals

B.V

Role Purpose

Act as a senior resource within the Network Operations Centre (NOC), providing advanced technical support to both break‑fix and managed services customers, while serving as an escalation point and technical leader within the team.

• Respond to and resolve customer support tickets within agreed SLAs
• Troubleshoot and diagnose complex network issues in a Juniper environment
• Manage escalation of incidents to vendors and test vendor‑provided fixes
• Replicate customer issues in a lab environment and identify solutions
• Provide break‑fix support for complex networking faults
• Advise customers on fault resolution, software versions, and upgrade paths
• Act as an escalation point for technical issues and mentor junior engineers

• Onboard new customers into vendor and monitoring platforms
• Audit customer environments and recommend remediation actions
• Deliver BAU adds, moves, and changes for managed services customers
• Perform daily health checks and monitor support portals
• Provision and manage monitoring probes within customer environments
• Coordinate with third‑party suppliers as required
• Manage and schedule quarterly software upgrades in line with customer agreements
• Collate operational data for Quarterly Business Reviews (QBRs)

• Operate as a senior engineer and team lead within the NOC
• Provide day‑to‑day escalation support for complex technical issues
• Identify process gaps and propose improvements based on best practices
• Contribute industry knowledge to enhance support processes
• Escalate recurring or systemic issues to management with recommendations

• Maintain a professional and customer‑focused approach at all times
• Adhere to company policies, procedures, and quality management systems
• Ensure timely resolution of faults and incidents
• Work in compliance with ISO 9001 and ISO 27001 standards

• Strong experience troubleshooting and resolving issues in Juniper environments
• Hands‑on experience configuring and upgrading Juniper devices
• Minimum 5 years’ experience working in a Network Operations Centre (NOC)
• Strong analytical and problem‑solving skills
• Operational experience within a managed services environment

Mid‑Senior level

Full‑time

Information Technology

Industries:
Staffing and Recruiting

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