Summary and purpose of the Job:
· Provide investigation of customer incidents escalated to the team, quickly triage, and bring the case to resolution.
· Become an extension of the customer’s IT team, ensuring the best customer experience, and deliver high levels of expertise.
· Have the capability to make technical decisions and implement service restoration workarounds whilst root cause is established.
· Understand the need to and know when to escalate to Senior Engineers to ensure that customer SLA’s are met.
· Take direction from Senior Engineers as part of a virtual Incident Management team.
· Work in conjunction with the Operations Engineers and 3rd Party Resolvers to provide incident resolution, problem management and root cause analysis.
· Have the capability to perform trend analysis leading to the identification of reoccurring faults and resolve repeat faults under problem management.
· To proactively identify serious issues and identify a course of action to minimise or eradicate the possibility of impacting our customer’s systems availability.
· Service restoration must be at the forefront of incident resolution to meet contractual SLA’s & OLA’s.
If you want to further your career with a vibrant and fast-paced organisation, this is the role for you.
Responsibilities:
The extent of your duties will include but are not limited to:
· Taking ownership of complex issues to resolution providing technical support via telephone, email, and remote access.
· Overseeing remote monitoring escalation tickets
· Research and identify solutions to complex software and hardware issues.
· Create and improve documented processes which can be shared across teams driving an improvement in resolution times and first-time fixes.
· Prioritise and manage several open tickets at one time, monitoring responses and any upcoming SLA events.
· Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
· Ensuring customer processes and documentation are kept up to date.
· Mentor and provide guidance to other team members
· Stay current with emerging technologies and industry best practices to continually improve the IT environments.
Experience / skills required
· A minimum of 3 years' experience in an IT Service environment
· High level of technical experience gained in a hands-on-role
· Excellent verbal & written English
· Robust influencing and interpersonal skills with the ability to communicate at all levels
· Ability to prioritise and handle multiple assignments at any given time
· Be flexible and able to commit the time required to get the job done in line with business needs
· Highly organised with excellent time management skills and attention to detail
· Desire to learn new products and technologies
· Can-do attitude
· In depth experience in configuration, troubleshooting and fault finding on:
- Cisco, Juniper and Extreme Routing and Switching platforms to a L2 level
- Security platforms including firewall experience
- L2 Broadband Support including traffic shaping
- Networking protocols (TCP/IP, DNS, DHCP and VLAN) and VPN Systems
· The ability to work to ITIL standards and maintain documentation
Beneficial experience / skills
· Management of complex networks / infrastructure
· Knowledge of Network Analytical tools
· Knowledge of Network Management Tools
The following certifications would be beneficial:
· A diploma or degree in Information Technology, Computer Science, or a related field.
· CCNA
· JNCIA
· Extreme Switching
Conditions and Benefits
· Dynamic and supporting work environment with opportunities for career growth.
· 48 working hours per 8-day period.
· Competitive salary and benefits package
· Medical package
· Opportunities for professional development and certifications.
· Friendly and inclusive work culture.
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