To provide world class support to an enterprise level client base responsible for incident resolution, processing of change requests, and contributions to problem management for customer network and infrastructure cases. The candidate will be qualified to a CCNP level or a similar proven track record of experience. The role will be working on a shift pattern from Monday to Friday. The hours worked are a standard 40 hour week and can be flexible between the hours of 07:00 and 19:00. * Attend Daily Operations and Change Review meetings as required. * Logging cases to 3rd party vendors requesting assistance on unresolved issues.

Position Summary:

• Resolving first, second and third level support problems; 75% of which will be resolved without escalation.
• Escalating to the relevant Engineering team as required, promptly following procedures and ensuring management is updated accordingly.
• Ensuring the customer and ticket is up to date at all times on incident progress.
• Maintain, troubleshoot and co-ordinate replacement of faulty hardware.
• Involved in the execution of client change requests in a timely manner as planned by Customer Account Manager, Engineering and Command Centre Manager.
• Escalation of critical issues/outages to Command Centre Manager and Customer Account Manager as per procedures.
• Provide detailed feedback to other groups on all incident resolutions, ensuring full details are entered into ticket case notes.
• Daily review and action of open cases; updating Command Centre Manager on current cases and their status as appropriate.
• Update Shift teams and Day team on any projects being worked on.

To provide comprehensive handovers to peers at the end of shift. Minimum Requirements: 

• Qualified to a CCNP level or a similar proven track record of experience.
• The ability to be security cleared.
• Detailed working knowledge of a range of networking technologies, including: i. Cisco switches and routers ii. Juniper switches and routers iii. F5 Big-IP and Cisco ACE load balancers
• Able to demonstrate understanding of key networking concepts, including: i. TCP/IP ii. Layer 2 and layer 3 switching and routing iii. Routing protocols such as BGP, OSPF, ISIS and EIGRP iv. Security solutions such as firewalls, IDS/IPS, VPN, and SSL Certificates v. DNS
• Use of packet capturing technologies such as Wireshark, tcpdump.
• In-depth troubleshooting and strong analytical skills. Preferred Requirements
• Knowledge of other networking technologies, including: i. Check Point, Cisco ASA, and Cisco FWSM firewalls ii. Advanced F5 Skills iii. ATEN iv. Palo Alto firewalls v. Exposure to CICO SDN architecture
• Knowledge of platform technologies including Microsoft Windows, Unix, and Linux.
• A degree in IT or equivalent proven experience in technical support roles for high-availability data center infrastructures.

ITIL accreditation Success Measurements Success will be measured by what you accomplish and how you accomplish:

• Operations Centre processes and procedures are adhered to at all times.
• Over 75% of all issues are resolved without escalation.
• Escalations are performed within the SLA timescales.
• Good communications with customers are required throughout incident lifecycles.
• Engineering and Senior Management are kept abreast of appropriate escalations.
• Customer satisfaction surveys produce positive responses.

peter@originml.com