The primary function of this role is to provide a technical response/ fix to incidents and service requests reported by our customers, performing second line diagnostics to resolve or identify the best possible next escalation path. This role is based within a team that works as part of shift pattern that covers Monday to Friday between 8am and 6pm (UK Time)

Required previous technical experience with a proven ability to perform technical diagnostics and administration across some/all of the following technical areas:

Cisco R&S at a Service provider level, Cisco management tools, Juniper and Extreme Firewalls, Nexus 1-7K support, Cisco ACE and F5 Configuration plus fault finding. Broadband Support including Traffic shaping, (Tier 2 level). The responsibilities fall into the following areas;

• Supporting The Customer – Working on issues raised by clients, understanding the different business needs of the customers and recording all key information to support them. Support can be via phone or email. Adherence to company & client processes to deliver an outstanding experience. Utilising a range of remote access & monitoring tools to troubleshoot issues.
• Achieving SLA targets – Managing your time to prioritise urgent tickets while ensuring all requests meet the contracted SLA.
  
  
• Customer Satisfaction – Owning issues through the initial phases of support and keeping the clients informed of all progress with the issue. Working with the clients to ensure a quick and effective resolution to the item raised. Deliver effective communication with all customers including Directors.
  
  
• Documentation – Working within the team to ensure all client documentation is updated and correctly recorded in the relevant system aiding effective closure times. Documentation includes client’s infrastructure, E-mails, and updating of system to aid the support process and allowing other parts of the business to effectively manage the end to end process. It is essential that data is accurate recording in Help Desk System to ensure Wavenet can accurately report on services provided, ticket status, and activities undertaken.

Liaising with 3rd party suppliers – When necessary, request support from external suppliers regarding hardware, software or connectivity support. Communicate updates to the customer and ensure 3rd party meets its SLA targets.

Skills / Interests Required

• A strong desire and focus on continued improvements and personal development

• A desire to be part of an overall team and achieve team goals, providing guidance to junior engineers

• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders

• Outstanding problem-solving skills

• Proven ability to work under pressure and with other team members

• Strong time management and self-motivation skills

• Keeping up to date with current industry trends and emerging technologies and best practices

• Previous experience with a ticketing system (Service Now experience beneficial)

• High attention to detail and a commitment to delivering high quality work

• Exceptional documentational work, including updating, improving & creation of documentation.

• High adaptability skills to keep up with changing technologies and environments, with the willingness to continuously learn and improve

6Experience Required

· Cisco Routing & Switching platforms including ISR, ASR, Catalyst and Nexus to a Tier 2 level

· Cisco Security Platforms including firewall experience

· Cisco wireless platforms including controllers and access points

· Tier 2 Broadband support including traffic shaping

· Experience of Extreme routing and switching

· Knowledge of Meraki solutions

· Knowledge of Fortinet solutions

· Network design, implementation & troubleshooting

· Configuring & managing VLANs, VPNs

· Network security principles & practices

· Monitoring and managing network performance and skills with traffic analysis tools

· FortiGate, Palo Alto, Meraki, firewall experience preferred

· Incident response and handling of security breaches

Certifications:

· Relevant and recent certifications in listed technologies are an advantage.