We have a great opportunity to join our Connect Operations team as a Network & Telecoms Solutions Specialist where you will play a pivotal role in our organisation responsible for (but not limited to) troubleshooting network & telecom related issues, implementing solutions (on-site or remotely), and providing exceptional technical support internally and externally to ensure the reliability and efficiency of clients' solutions. You will provide technical diagrams for customer networks and help the Connect Sales Specialists scope and design services, serving as a pre-sales resource. We are looking for an individual that can adapt and keep up with new features and technologies to ensure that we stay on top of the market.
Based: Sheffield (S9) & Field based
Hours: 37.5 hours (Monday - Friday)
What you will be doing:
Market Analysis and Product Evaluation:
* Stay updated on the latest features, developments, and products within the telecommunications industry.
* Evaluate market products and technologies to identify solutions that align with business objectives and client needs.
Service Implementation:
* Deploy telecommunications services both on-site and remotely for clients, ensuring smooth implementation and minimal disruption to operations.
* Configure and optimise network and telephony systems to meet client requirements and specifications.
* Collaborate with the sales team to provide technical expertise and support during the pre-sales process.
* Assist in solution design, proposal preparation, and customer presentations to showcase the technical capabilities and benefits of our offerings.
Technical Support:
* Act as a 3rd line engineer for network and telephony systems, providing advanced troubleshooting and resolution of technical issues.
* Respond to escalated support tickets, diagnosing and resolving complex problems in a timely manner to ensure minimal downtime and optimal performance.
Documentation and Reporting:
* Maintain accurate records of configurations, installations, and support activities.
* Generate detailed reports/network topologies and documentation outlining service implementations, troubleshooting steps, and resolution outcomes.
Customer Relationship Management:
* Build and maintain strong relationships with clients, serving as a trusted advisor on telecommunications solutions and services.
* Provide ongoing support and guidance to ensure client satisfaction and retention.
* Work closely with colleagues within the department to provide guidance and assistance with provisioning, support and technical sign offs.
* Ensure collaboration between Millgate Connect and Millgate IT internal departments such as Service Desk and Engineering teams.
What we are looking for:
* Proven experience in a Network Engineering or similar role.
* Hands-on experience with networking and telephony equipment.
* Knowledge of routers, switches and firewalls product lines and vendor licensing models.
* Understand configuration of Wide Area Networks (WAN), high grade encryption devices and Differentiated Services Code Point (DSCP) traffic management.
* Working knowledge of Quality of Service (Traffic Shaping, Policing, Scheduling, Congestion Management and Avoidance).
* Proficiency with network technologies (data and voice): BGP, MPLS/VPLS/SDWAN, SIP, TLS, Network Management, TCP/IP, DNS, DHCP, and VLANs.
* An understanding of the basics of modern private cloud, including configuring and deploying networks across a wide range of scenarios.
* An understanding of Hosted VoIP including the network requirements for delivering solutions.
* Familiarity with monitoring tools and diagnostic processes.
* Previous experience working on large-scale IT projects, along with any knowledge of highly available and resilient networking solutions including active-active failover for business continuity.
* Exceptional communication skills with diverse and adverse audiences - Strong critical thinking and analytical skills.
* Willingness to work on-call when required.
* Strong communication and customer relationship skills.
* Organised, detail-oriented, and self-motivated.
* Relevant certifications (e.g., CCNA, CCNP) would be an advantage.
* Hold a UK Driving Licence and have a willingness to travel to client sites in the UK.
* Ability to put together documentation and present to internal and external stakeholders.
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