- Are you an Intermediate Systems Engineer ready to take your technical expertise to the next level? If you thrive on troubleshooting complex IT challenges, implementing innovative solutions and keeping customer environments running seamlessly, this opportunity is for you! Bring your hands-on experience in HPE Aruba Networking, Fortinet security solutions and Microsoft technologies to a role where technical excellence meets exceptional customer service. You'll resolve incidents, provide second-level technical support, assist with solution implementations and collaborate with vendors to deliver reliable, secure IT environments.
What you'll do:
Problem and Incident Resolution
- Resolve customer problem / incident calls allocated within specific area of expertise.
- Resolve customer problem / incident calls allocated within area of general knowledge and experience
2nd level support for technical services engineers
- Assist in break / fix situations where escalation has been invoked.
- Professional interactions with vendors
- Act as mentor for junior engineers and provide input into career and certification roadmaps
Participation in implementation of solutions
- Carry out implementation activities that result in solutions meeting customer requirements, implementation plans and procedures.
- Support the Pre-Sales requirement of the business.
- Attend customer meetings both pre and post sales.
Certification and vendor products
- Maintain as current, company defined vendor and vendor related certifications through self-study, web-based tutelage and class room courses.
- Maintain in depth knowledge of strategic vendor products and product direction
- Represent Aptronics at Vendor or other events and seminars
- All documentation produced in line with Aptronics quality expectations
- Function related experience: 4+ years IT experience with at least the last 2 in a technical role delivering and supporting environments with either a Microsoft, networking
- HPE Aruba Networking experience: hands-on deployment and support of Aruba switching, wireless, gateways/SD-WAN, Aruba Central and ClearPass in customer environments
- Fortinet experience: hands-on configuration and support of FortiGate firewalls, including security policies, IPsec VPN, SD-WAN and the Fortinet Security Fabric
- Microsoft experience: hands-on administration and support of Microsoft 365, Entra ID / Active Directory, Windows Server and Azure
Qualifications:
Essential Qualifications:
- HPE Aruba Networking certification: ACSA (Switching Associate) and/or ACMA (Mobility Associate) as a minimum; ACSP or ACMP (Professional) advantageous.
- Fortinet certification: NSE4 (Network Security Professional) or higher.
- Microsoft certification: Microsoft 365 Administrator (MS-102) and/or Azure Administrator Associate (AZ-104); Endpoint Administrator (MD-102) advantageous.
How the role raises the bar:
Must demonstrate:
- Adaptability
- Analytical Thinking
- Communication
- Customer Service
- Decision Making
- Initiative
- Stress Management
- Team Work
- Value and Ethics