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 customers 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 SLAs 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 customers systems availability.

Service restoration must be at the forefront of incident resolution to meet contractual SLAs & OLAs.

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.