Network Service Engineer

ICON plc is a world-leading healthcare intelligence and clinical research organisation. From molecule to medicine, we advance clinical research providing outsourced services to pharmaceutical, biotechnology, medical device and government and public health organisations.

With our patients at the centre of all that we do, we help to accelerate the development of drugs and devices that save lives and improve quality of life.

Our people are our greatest strength, are at the core of our culture, and the driving force behind our success. ICON people have a mission to succeed and a passion that ensures what we do, we do well.

The Role:

The Network Services Engineer III is an integral part of a team handling all networking, security and voice for ICON plc, which has 50+ sites and 40,000+ employees.  Customers reach out over Chat, Web, and phone to access IT support services. In this role, you will be using your skills in troubleshooting Cisco networking. You will be working on LAN Wireless Level 1 Network Security of firewalls (Fortigate and Cisco). The role will be implementing Citrix Netscaler ADC services, as well. You will have the opportunity to support variety of software and hardware issues giving you the chance to build on your current skill set. We work in a fast-paced environment with high volume of incidents. We provide onboarding training to ensure you are successful at resolving incidents. 

Responsibilities:

• Prioritize and respond to Service Desk tickets as appropriate via advanced diagnosis and troubleshooting skills. Documents known issues and provides solutions to proactively reduce service desk tickets.
• Provide timely response to escalations in accordance with service level agreements (SLAs); act as technical escalation and resource to junior team members.
• Manage enterprise network and unified communications infrastructure.
• Participate in the design and review of all network and unified communications systems.
• Participate in key process improvements as they relate to the core network and UC services environment.
• Monitor and tune systems to achieve optimum performance levels; provide performance statistics and reports.
• Develop and maintain standard operating procedures (SOPs}, Installation Qualifications (IQs), training materials, and documentation adhering to industry best practices.
• Planning, coordination, and implementation of enterprise network and unified communications installations. upgrades, routine maintenance, and vendor-supplied patches in accordance with established Information Technology (IT) policies and procedures.
• Liaise with System Engineering, Storage, Collaborations and other Infrastructure and Platform Teams as needed to ensure availability, reliability, and scalability of corporate servers to meet business requirements.
• Demonstrated ability in being a participant in gap meetings based on IT initiatives. Ownership of key tasks/milestones to achieve a successful implementation/closure.

To be successful in the role, you will ideally have:

• 8 years + of related experience in a technical position supporting enterprisenetwork/telecom environment.
• Bachelor’s degree required. (Computer Science or IT preferred)
• Cisco Certified Network Professional (CCNP) certification required.
• Experience in working with Cisco Data Centre products (Nexus 9000, Nexus 7000 & Cisco ACI) required.
• Solid hands-on troubleshooting skills with Nexus/ACI Network required.
• Strong experience in routing protocols (such as OSPF and BGP and L2 & L3 Switching technologies) required.
• Strong knowledge on Fortigate firewall and Cisco ISE required.
• Expertise in implementation and troubleshooting Citrix Netscaler ADC services required.
• Fundamentals of Cisco SD-WAN (Meraki) will be added advantage.
• Good knowledge in cloud technologies (Aviatrix, AWS , Azure and GCP)
• Fundamentals of SASE technologies (CATO) will be added advantage.

• Certificate in Fortigate FW and Citirx Netscaler will be added advantage.

Benefits of Working in ICON:

Our success depends on the knowledge, capabilities and quality of our people. That’s why we are committed to developing our employees in a continuous learning culture – one where we challenge you with engaging work and where every experience adds to your professional development.At ICON, our focus is to provide you with a comprehensive and competitive total reward package that comprises, not only an excellent level of base pay, but also a wide range of variable pay and recognition programs.  In addition, our best in class employee benefits, supportive policies and wellbeing initiatives are tailored to support you and your family at all stages of your career - both now, and into the future.ICON, including subsidiaries, is an equal opportunity and inclusive employer and is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know through the form below.