The position is primarily responsible for the design, engineering, installation and maintenance of the organizations heterogeneous LANs and WANs in the EMEA region. It also includes the EMEA IT Data Centre, IP Telephony and across all remote sites.  Further responsibilities include the advanced diagnostics of VoIP telephony installations and the repair of network switches, firewalls, routers, gateways and network related problems.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Incident Management Level 3 – Provides support to include resolution and re-engineering. Escalates to internal Level 4 and/or senior management when required.
• Data Network Service Provision – To ensure the provision of high availability data network services in EMEA through best practice, including patch management, backups, maintenance provision, IP address management, disaster recovery, performance monitoring and reporting and fail-over solution deployment.
• Voice Network Service Provision – To ensure the provision of high availability voice network services in Edinburgh, through good practice, including patch management, cable management, backups, maintenance provision, disaster recovery, problem and incident management, performance monitoring and reporting, and failover solution deployment.
• Documentation – to ensure all network topologies and processes are documented and regularly updated in line with Sykes Corporate standards.
• Client Management – to provide external client liaison and guidance for the design, security, maintenance and configuration of client connectivity.
• Vendor Management – to provide the contact point for external vendor management for new and existing contract management.
• Change Administration – Acts as a key participant in Change Management (Accord) and submits change control documentation, RTI’s in accordance with SYKES Corporate standards.
• Asset Management - Responsible for IT asset management for EMEA based network devices and provides reports to management and the Sykes Asset Manager in accordance with SYKES Corporate standards.
• Software Compliance - Responsible for all software compliance issues and provides monthly reports to management and the SYKES Asset Manager.
• Reporting – Production of utilization reports (NetQOS) of the current network links throughout EMEA to management and other EMEA IT Support locations when requested
• On-Call / Out of Hours Work – Required to provide on call support and on occasions carry out work out of hours.

SUPERVISORY RESPONSIBILITIES

None

QUALIFICATIONS

To perform this job successfully, the individual possesses the majority of these key personal attributes.  The individual will be expected to become part of a highly professional team that has high standards and expectations from their piers

• Works well with internal, external IT support teams and operational staff
• Works well with external vendors and service providers
• Exposure to working with global teams, cross country, culture and clients
• Provides senior management reporting in a clear presentable format
• Strives to develops rapport and trust
• Sets and works to high team standards
• Provides rotational On Call support
• Understand the relevant aspects of the client products/programs supported
• Sets aside time to maintain a sound knowledge of Sykes client base
• Provides a high level of accuracy
• Excellent time keeping and attendance
• Is flexible and adaptable to the needs of the business
• Possesses the ability to solve practical problems and to be able to multi-task when required.
• Possesses the ability to interpret a variety of instructions furnished in written, oral, technical diagram, or schedule form.
• Possesses the ability to provide multiple solutions to problems based on their scenario with consideration to limitations of time, resources and budget
• Good understanding of business issues and ability to prioritize accordingly
• Reasonable level of experience of project management and project management tools
• Proficient use of Microsoft Office and Visio
• Fluent English is required with the ability to read, analyze, and interpret general business periodicals, professional journals, and corporate procedures/regulations.
• The ability to write reports, business correspondence, and procedure manuals.
• The ability to effectively present information and responds to questions from groups of managers, clients, customers, and the general public.
• Working knowledge of Change Control processes
• Ability to manage and work on multiple projects simultaneously

EDUCATION and/or EXPERIENCE

Mandatory Experience

• 4+ years’ experience in IT

Mandatory Qualifications/Knowledge:

• Bachelor’s Degree in relevant technical disciplines or equivalent professional experience is desirable
• CCNP Routing and Switch (all three older exams ROUTE- 300-101, SWITCH 300-115 and TSHOOT 300-135 or ENCOR 350-401 passed)
• CCNA Security or any other firewall vendor’s certification passed.
• Knowledge:
  • Strong background in IP networking
  • Well versed in Cisco products.
  • In depth knowledge of Cisco Switching Technologies, BGP, EIGRP,OSPF, DMVPN, SSL VPN, Cisco ASA, Cisco Nexus, IPSEC and SSL VPNs, network operations at Layer 2 and Layer 3
  • Ability to understand and build recommend a Cisco Hardware based on requirements.
  • Basic understanding of NFV
  • Working knowledge of Load Balancers
  • In depth understanding of Cisco ISE
  • Ability to build labs and write a PoC
  • Understanding of how to build, rack, power and cable Cisco hardware
  • Knowledge of administering Solarwinds Products
  • Knowledge on Packet Sniffing tools and the analysis of these outputs
  • Basic Multicast knowledge and knowledgeable of TCP/IP protocol/stack,
  • knowledge of MPLS
  • Ability to write Python scripts

Added advantage to have:

• CCNA wireless or knowledge of wireless infrastructure.
• Network automation knowledge using python.
• Basic understanding of SD WAN
• Knowledge and/or experience of the design, implementation, troubleshooting and ongoing management of Avaya Communications Systems would be desirable

TRAVEL

This position has the requirement for limited international travel

ETHICS COMPLIANCE

Sykes Enterprises, Incorporated is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. Employees are encouraged to observe the highest standards of professionalism at all time and are expected to adhere to the SYKES Standards of Conduct for Compliance and Integrity (www.sykes.com).

SECURITY COMPLIANCE

Employees are required to maintain compliance with SYKES safety, security, and privacy programs.  Responsible for being an active participant in the SYKES safety, security and privacy programs to protect SYKES' business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all SYKES' employees.