Assessing the needs of MSPs, integrators and other organisations and the challenges they face when sourcing quality third-party professional project and technical services for Cisco technologies
Managed services businesses that provide project support and professional and technical services for Cisco technology solutions in the UK face significant challenges in meeting customer expectations, and at the same time, recruiting, training and retaining good quality Cisco-qualified personnel.
Many of these organisations will be focused managed services providers (MSP) and / or active Cisco systems integrator and value-added reseller partners. Others will be facilities management (FM) companies, or specialist third party organisations or consultants who get involved with project planning and delivery. The IT departments of end-user organisations may also be responsible for providing these services.
Whatever their exact position in the marketplace, these businesses and organisations share the same challenges with regard to Cisco technical services delivery, and frequently need to call on the services of third-party organisations to fill the gaps in their own resource and capabilities.
While this would seem to be an easy and sensible way to address the problem, using external suppliers also brings its own issues and MSPs, Cisco integrators and other organisations making use of third-party services will often find themselves frustrated because they can’t get the quality or levels of services they need, when they need them, and at a price they are happy to pay.
This report examines these needs and challenges and explores some of the potential responses MSPs, integrators, consultants, end-user organisations and other businesses might be able to take to improve satisfaction levels with external providers.
In most ways, the telecommunications revolution of the last few decades has made the world a much smaller place – but not necessarily for those who work in the industry.
Where before being based on an offshore platform or a remote research station was an isolating experience that removed workers from normal life for weeks or months on end, now they can do their Christmas shopping between shifts. And a job that may once have involved travelling for days at a time to collect research or meet colleagues can now be done without leaving the sofa at home.
But many aspects of telecoms and ICT have got more complicated, and some jobs still need to be done in person. Ironically, one of those jobs is often setting up the very systems that make the highly connected, no-need-to-get-off-the-couch world possible. And this can present real difficulties for firms who don’t have the scale to make engineers available across wide geographical areas.
Back in the early 1980s, all things telecom in the UK were run by one firm, BT – or British Telecom as it called itself back then. Its privatisation and subsequent industry deregulation gradually opened up a vast and rapidly growing market to hundreds of ambitious smaller players, even though the old state monopoly remained a domineering presence. Many thrived on sub-contracts from BT itself, while another huge industry grew up around the ICT infrastructure being built by every sector of the economy to take advantage of the communications revolution.
But whereas there was once always a BT engineer almost on every street corner, these smaller firms face the difficulty of finding suitable support staff to reach all geographies to which they are committed. For UK firms playing a leading role installing technology for global industries such as oil and gas, finance or law, this can mean having to reach dozens of countries in order to fulfil a contract.
At the same time, the technology itself has also got more complicated, and aspects have become very specialised, meaning that suitable skills can be very thin on the ground. For Cisco engineers, for example, the highest CCIE level of specialist can include no more than a couple of hundred certified engineers in each category, spread across the world.
Recent reports have focused on a shortage of security specialists, and the six figure salaries that firms are having to pay to secure their services. Undoubtedly, rising awareness of the threat from cyber crime means that security experts are in huge demand, and the crisis is particularly acute. But in fact some of the other top disciplines are also experiencing rocketing demand, such is the key nature of Cisco networks to most industries these days.
Whether you are looking for a CCIE specialist in Security, Wireless, or Routing and Switching, you will find it hard to get their attention, and not just because they are usually engrossed in learning more about these fascinating technologies. Should a company wish to directly employ an expert in each of half a dozen specialities, its IT budget will swell by more than half a million pounds a year.
This is where outsourcing comes into its own, as even relatively small firms are able to offer a comprehensive service to their clients thanks to our full UK coverage of Cisco engineers, and our international Cisco resource.
The general benefits to business of outsourcing specialist services are well documented /LINK, and naturally these apply for network engineers too. You will reduce risk, control capital costs and be free to concentrate on your core business. But the nature of a white label service goes further and gives even greater advantages.
Any client firm can confidently claim that it can get a specialist engineer to any part of the UK, at any time of day or night, every day of the year. This allows them to bid on a range of contracts that would otherwise be prohibitive, potentially undercutting and out-competing larger rivals that employ a smaller range of Cisco-certified staff in-house. The ultimate client is also a winner, benefiting from a high quality of service – and of course they need never know that engineers were sub-contracted in.
Can you imagine being a Female Network Engineer? Experiencing wolf whistles daily, earning far less than male counterparts and making the cups of tea – Well, sorry to disappoint but this simply isn’t true. Women can rack, stack and mount just like any other male Cisco Network Engineer and are generally treated just like any other Engineer. I wanted to cause a stir with this blog by highlighting the gulf between male and female Engineers, but despite some vocal opinion in social media circles, I found more equality than inequality.
An interview with Female Cisco Network Engineer Christine Bowman-Jones (CCNA R&S) was conducted to gain a deeper understanding of a day in the life of a female Cisco Network Engineer.
What or who was your inspiration to become a Network Engineer?
I was currently undertaking a PC maintenance course whilst working in a call centre. I have always enjoyed technology and decided a career change was needed. When the course was coming to the end, a lecturer – Mike Fitzgerald came into our class to give a talk on a foundation degree – Network Security Technologies. I found the talk captivating and the enthusiasm given by Mike was inspiring. I owe the path taken to Mike Fitzgerald, he was my true inspiration and gave me the knowledge and determination to succeed.
How many females did you have in your University/CCNA Classes?
When I first started my foundation degree there was one other female, however after a few weeks this female left the course, and then I became the sole female.
What skills/qualities do you think women need to become a Network Engineering Professional?
You need to work hard, the same as a male, you need to commit long hours to studying to learn your craft, you need determination as the path is not an easy one, however I would not say this is due to discrimination, although there is always that judgement in the background that you are a women initially.
Were there any groups or organisations to provide support for women in IT or women studying IT in the UK?
Not that I am aware of, however I never investigated this path.
Can you provide an example of when you’ve been treated differently to your male counterparts? If not, do you feel you’re treated as an equal by clients and fellow Cisco Network Engineers?
During my time at University I always felt like I was treated equally, in the workplace I rarely encounter other Cisco Network Engineers, however when I do I have never had an issue. I think you always get that initial 10 minutes whilst they get used to you being a female, however I really don’t see it as an issue.
When clients see a woman turning up on site to rack and mount, do you feel you’re being judged more than men, and why?
I have always enjoyed the surprised look by clients when a woman does turn up on site to rack and mount, and I don’t think women will ever escape that. I always get the offer of them carrying something for me etc., but I don’t see that as an issue, in fact quite enjoy it sometimes, however I never take them up on it.
Why do you think there are such small numbers of female Network Engineers or IT In general?
It can be an intimidating environment, and sometimes you do need a thick skin from the jokes. However once you gain that respect it doesn’t become an issue.
What would be your words of advice to young aspiring female Network Engineers?
I would say it will always be a male dominated environment and you have to be prepared for that. My advice is to be the best you can be, learn as much as possible, and know in yourself the abilities you have, and then you will achieve respect within the industry.
Starting your own business can be daunting, what gave you the confidence to pursue starting your own business?
I was working as a project manager with the threat of redundancy, not really undertaking a great deal of networking etc., the threat became real, and I thought to myself that I want to prove myself as an Engineer and had nothing to lose. I have never worked so hard in my life, however find it rewarding, and it’s that satisfaction that makes me carry on.
You’re currently CCNA R&S, what Cisco exams are next for you and why do you want to pursue this area in your career?
I am currently looking to complete my CCNP R&S, I have completed the routing exam and looking to undertake the switching exam shortly. I will look to become fully CCNP certified hopefully by the end of next year. I enjoy Cisco networking and get a great deal of satisfaction and enjoyment out of it, I always enjoy learning new skills and developing existing skills.
Your quality of service and onsite professionalism is an area we understand many end-clients take the time to compliment you on – explain why your quality of service is exceptional?
My company reputation is the most important part for me, I will endeavour to complete a job 100% to my ability, I will always go above and beyond for a client and ensure they are happy when I leave site. I am always eager to wow a client and treat them with respect, return work and future projects are imperative for the survival of any company.
Conclusion
Full equality between male and female Engineers doesn’t exist yet, and it may never be the utopian vision some people crave. As Christine testified to in her interview, she sometimes works in an “intimidating environment” which is “male dominated” and where women need to have a “thick skin from the jokes”, but most importantly Christine feels like she is always “treated equally” in her job.
Equality, anti-discrimination and HR legislation exist to prevent Engineers like Christine from enduring inequality, yet it still exists. Some women may be intimidated to enter into a traditionally “male dominated environment” but unless more women challenge this “norm” then the landscape will never change.
Gaining a certification as a Cisco Network Engineer is only the beginning of your professional journey, next you need a job. There are literally thousands of Engineers passing CCNA, CCNP and CCIE exams around the world every single year. All those bits of paper look the same; they all tell prospective employers that you did indeed pass the written and trickier lab exams.
You might have a Cisco Certification, but so do thousands more – the question is “Why would an employer hire you rather than the thousands of other equally qualified individuals?” Gaining experience can only be gained by well, gaining experience – so what else can help you become a SUCCESSFUL Cisco Network Engineer?
Professionalism
Any prospective employer and end client will demand a high level of professionalism at all times so you need to consider perception – how does the client or employer perceive your levels of professionalism? Make sure you:
Applying for a job as a Network Engineer is just like any other, you need to portray a good image and one of professionalism. I recently had an online conversation with a Cisco Engineer who appeared on our website with the words “Need Job Mate” – em not from me you won’t, especially as your level of professionalism is shocking!
Communication Skills
Regardless of where you’re from, learn to speak the local language – and well. As skilled as you may be with IT Networks and the technical aspect of being a Cisco Engineer, you need to be able to communicate with clients, employers & stakeholders. There needs to be a trail of the work you carry out from start to finish, make sure you:
Often external forces like bad weather, heavy traffic or car trouble can’t be avoided, so just ensure that you communicate with your seniors making your movements easier to monitor & track.
More Tracks
Once you’ve passed 1 exam, don’t stop! The more Cisco tracks you have, the better chance you stand of being employed. Technology, business and Cisco qualifications are all evolving – CCNA/CCIE Voice, Storage Networking and Service Provider Operations are now all obsolete – so keep training otherwise your skills will also become superseded. Gaining a certification in R&S is only the start; think about gaining certifications in Security, Unified Communications and Wireless – none of these tracks are likely to be retired anytime soon. With the birth of IoT, BYOD, Big Data and Cloud computing then skills for Unified Communications, Cybersecurity and Wireless will all be in high demand.
Responsiveness
To become an in-demand Cisco Engineer – be responsive! If your employer calls you and asks “can you be in London/Paris in an hour?” put down your knife and fork, grab your kit and get moving. Respond to trends in the marketplace, less focus on Voice, more focus on Unified Communications. Less focus on Storage Networking and more on Data Storage and Cloud computing. Recently there have been some high profile security breaches with Sony, JP Morgan Chase and AOL and in 2015 75% of CIO’s intend to increase their IT Security expenditure, therefore be poised to respond to the trends happening in the world of IT Networking.
Housekeeping
Leave the site exactly as you found it. Ensure the communications cabinet is securely closed follow all in-house security protocols and don’t leave a mess. You’d be surprised as to the big impression you can make with small gestures of housekeeping.
Being a Cisco Network Engineer requires greater skills than the ability to rack, mount and stack a server or two. There’s an estimated 600,000 Cisco Certified Engineers worldwide, so if your professionalism, communication and housekeeping skills are lacking – then you won’t be stacking and racking. Since gaining your Cisco Certifications what problems have you encountered when looking for a job? As a client, what skills do you think Engineers lack/excel at? All comments are welcome!
