Job Description

Job Purpose

Customer Engineering is responsible for the delivery of network infrastructure and market services to ICE clients across 27 countries worldwide. The Engineering role provides a key technical function within the CE team and is responsible for liaising with ICE Global Network High Availability and Low Latency customers to deliver and support their connectivity solutions.

Responsibilities

• Administration of assigned projects to Customer Engineering standards
• Project manage the delivery of customer orders and manage delivery expectations in line with the business requirements.
• Planning & execution of networking tasks necessary to deliver customer connectivity solutions
• Generation of hardware configurations and scripts for customer premise equipment & core network equipment, including the use of proprietary scripting tools.
• QA testing of customer site installations
• Accurate and prompt record keeping in accordance with Customer Engineering standards
• Maintaining accurate customer & network specific data
• Working with telecom providers to complete acceptance testing of new customer connectivity
• Troubleshooting and provide technical support "incident" coordination focus during ICE customer provisioning process
• Undertake and lead Technical Interchange Meetings (TIM) with customers
• Providing both internal and external technical documentation
• Provide support on production customer issues relating to their ICE network infrastructure as required
• Liaising with ICE customers to ensure their connectivity requirements are provisioned efficiently and in line with ICE standards
• Liaising internally with other ICE teams to achieve the above
• Own and manage the project delivery from start to finish
• Providing technical support during the provisioning process

Knowledge and Experience

• Bachelor's degree
• 3+ years in network support or network delivery with proven track record of problem solving
• Excellent communication skills both verbally and written with the ability to convey information to both a technical and non-technical audience
• Time management in order to ensure the delivery of client services is achieved
• Network Professional with strong experience working on 'large' complex LAN/WAN IP networks within global financial markets production arena
• Strong "hands-on" experience of IP routing protocols with emphasis towards BGP
• Strong "hands-on" experience of IP multicast configuration and support
• Strong "hands-on" experience of Cisco & Juniper product range including VPN products Familiar with current network management tools and techniques
• Strong "hands-on" network trouble shooting skills and traffic analysis

Preferred Knowledge and Experience

• Formal network accreditation, to Juniper JNCIP or Cisco CCNP/DP level
• Basic UNIX / LINUX administration skills
• Network Security experience
• Direct experience of network tools such as Wireshark & Corvil
• Knowledge of current Juniper, Cisco and Arista product range
• Proven project management experience
• Financial services experience, and or Extranet service provider experience

Schedule

• Since Customer Engineer serves clients globally, the ability to work shifts as well as weekend working to achieve successful project delivery is required