Our client is seeking a Network Services Engineer to join their team on a full-time basis, working 37.5 hours per week. In this role, you will be integral to the operational delivery of a portfolio of enterprise network and security services, including LAN, WAN, WLAN, firewalls, and managed network products. You will demonstrate your technical expertise by acting as the first escalation point for network and security incidents, focusing on promptly identifying the root causes of issues. This will involve servicing requests, escalating matters when necessary, and executing changes across the estates of enterprise customers. Your technical knowledge will also be applied in the monitoring, support, and operational maintenance of the toolset, as well as in the configuration and deployment of various hardware solutions, including Cisco and Fortinet products. This hands-on role entails implementing and supporting solutions developed by senior colleagues and Professional Services Consultants while fostering strong relationships with clients and delivering exceptional customer service. The position operates on a retained callout schedule to provide unparalleled technical expertise around the clock.
Job Duties:
- Identify and resolve faults affecting devices under Managed Services or Essential Support contracts, both on and off site.
- Collaborate closely with the operations management team, other internal teams, customers, vendors, and third parties to ensure KPIs are achieved.
- Bring network and security-related incidents to resolution swiftly, following up with root cause analysis and adhering to the problem management process.
- Serve as a Subject Matter Expert (SME) in your areas of technical specialism.
- Carry out customer requests for changes to devices under Managed Services or Essential Support contracts.
- Ensure service catalogue requests are identified as chargeable or non-chargeable and arrange for customer billing when applicable.
- Assist in the operational delivery of Managed and Essential Support Services, focusing on incident management, problem management, and continual service improvement.
- Contribute to the maintenance of Network Support systems and tools, supporting team objectives and KPIs.
- Produce work instructions and knowledge articles, providing mentorship to other support staff as necessary.
- Participate in the transition of new customers and services into and out of production.
- Deliver and coordinate the implementation of physical cabling and racks for data centre customers, maintaining high standards of tidiness in the datacentre.
- Engage in project activities where necessary, including tooling enhancements and the design and deployment of new services.
- Review Change Advisory Board (CAB) documents, ensuring thorough planning and risk mitigation.
- Produce comprehensive project documentation, maintaining knowledge bases in line with ITIL standards.
Job Requirements:
- Cisco CCNA or comparable network-related certification, or the ability to obtain this within a year.
- Experience working with IP routing and switching environments.
- Strong analytical and problem-solving skills.
- Good communication skills, both verbal and written.
- Strong customer service orientation, along with excellent organisational abilities.
- Familiarity with Cisco Switching, Cisco Wireless, Cisco Meraki solutions, and Fortinet firewall products is highly desirable.
- Experience in Managed Service Provider environments, with a focus on networks and/or firewalls is advantageous.
- ITIL Foundation certification (v3 or above preferred) is a plus.
- Education to at least A-level/BTEC Level 3 standard with good pass results.
- A proactive attitude, with the ability to work effectively in a team or independently.
- Strong attention to detail and the ability to manage multiple tasks efficiently.
- A cheerful and optimistic approach to work, reflecting a high degree of customer focus.
What You’ll Love:
This role offers an exciting opportunity to join a dynamic team that prioritises customer satisfaction and technological advancement. Our client fosters a collaborative environment where continued learning and development are promoted. Employees are encouraged to take initiative and contribute to the success of the organisation while enjoying a supportive workplace culture focused on community and sustainability. If you are eager to further develop your skills and want to make a significant impact in a thriving company, this is the perfect role for you.
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