Service Express is looking for a talented professional who wants the opportunity to serve as a Network Support Engineer in our organisation. The Network Support Engineer will provide 2nd and 3rd level support to customers and client personnel as part of the services covered by managed service contracts; assist in the use of Network & Security based systems, technology, and products throughout the organisation; and ongoing support for the Sales and Services teams in delivering contracted services.
Here’s what this position is all about:
* Provide operational assistance and support to customers and internal teams within the Managed Services business.
* Provide out of hours on call support for Network & Security support for contracted services & software support 24/7 on a rota basis.
* Manage escalations to vendors where required and ensure the customer is kept up to date on progress.
* Attend customer meetings and provide Network & Security technical solutions to deliver contracted services.
* Assist with performing Data Availability testing and full invocation for customers.
* Perform hands-on activities within the data centres, which might include cabling, commissioning equipment, and troubleshooting.
* Own and manage customer transition activities to a defined process and to successful completion.
* Resolve support calls and attend customer sites as appropriate.
* Undertake training as discussed and agreed to ensure up to date knowledge for Cisco and Checkpoint Support is maintained.
* Ensure change control process is followed for all changes to customer systems.
* Attend customer sites when required in pre-sales Network & Security technical environment with the ability to demonstrate Network & Security knowledge to the customer.
* Ensure knowledge is communicated throughout the team to improve overall team knowledge.
* Assist/train Service Desk staff.
* Work with SDMs to provide Network & Security technical knowledge to customers when required.
* Provide all documentation required for standard Service Express solutions including High and Low Level designs.
* Ensure the implementation of best practice and compliance with Network and Security procedures, routines, and protocols including security, safety, and regulatory.
* Undertake other related tasks as requested by the Technical Services Manager.
What we are hoping you can bring to the Service Express team…
* At least 3 years working as a Network & Security Engineer or equivalent.
* Experience working in a supervisory role with more junior members of the team.
* Cisco CCNA / CCNP or relevant experience.
* Checkpoint CSSA / CCSE or relevant experience.
* Proven track record of supporting WAN/LAN based network services.
* Experience of network security & firewalls (CISCO & Checkpoint products).
* Extensive knowledge & use of Microsoft applications (including VISIO).
* Experience using network management & diagnostic tools.
* Maintain current market knowledge.
* Ability to produce technical documents & procedures.
* Strong organisational and administrative skills.
* Ability to assist/train staff.
* Excellent problem determination, analytical, and resolution skills.
* Transformation & automation of repetitive tasks.
* Good communication skills internally & externally.
* Ability to demonstrate initiative.
* Good telephone manner.
What you will get?
* Up to £50,000 annual salary + 15% Bonus.
* On-call Rota at an additional rate.
* Overtime pay.
* Lifestyle Benefits, Employee Assistance Program, Life assurance, Private Medical Insurance, and more.
* A collaborative company that focuses on providing our employees and customers with the best experience.
* On-site Gym and use of personal trainers.
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