• The Role
  • A Support Engineer is typically an in-house Level 2 or 1 support technician who is a general expert in one or more application or infrastructure platforms. They provide support in Incident Management processes and perform against defined work instructions and troubleshooting scripts to debug issues associated with these applications / infrastructure platforms. The L2 Support Engineer typically gets involved in appropriately testing various changes to the application / infrastructure services through the Development, Test, Staging environment and performing Post-Production Testing to ensure technical changes have been correctly applied.
  • In the Connectivity team, a Support Engineer can provide generic trouble shooting support across a range of areas or in one particular area. In Shell the areas related to Connectivity are
  • Wide Area Networking. Shell has 800 sites globally with 10 global data centers and 375 local data centers. These are supported by various technologies e.g. MPLS, point to point circuits etc. Internet access is provided via global/regional datacenters or locally.
  • Network Security. Shell has over 300 firewalls with 26,000 remote access workers per day. Other services include intrusion protection and internet content filtering These services rely on a number of vendors including ZScaler and Cisco
  • Local Area Networking. Globally Shell has 20,000 + assets supporting Wi-Fi and fixed LAN with products from Cisco and Aruba.
  • Voice. Shell has over 100 PABXs (TDNM and IPT) with over 20,000 extensions. Other services include call centers, global toll-free numbers and 35,000 mobile phone subscribers.

Requirements

  • 5-8 years of IT experience in a corporate setting
  • Prior experience in an IT support environment
  • Knowledge in one or more Connectivity technologies
  • Technical certification in a Connectivity technology
  • Knowledge in ITIL processes, incident, problem and change management
  • Self-starter with good analysis and problem solving skills
  • Ability to operate in a global, virtual cross-cultural organization, working in different time zones
  • Ability to handle concurrent tasks with appropriate priority