The engineer will have a deep rooted and broad understanding and knowledge of networking, with a Cisco background essential. The engineer will already specialise in 1 or more Cisco disciplines and have a minimum of CCNP Routing and Switching with at least 5 years support experience with WAN.
The engineer will work to challenging SLA targets and take technical lead responsibility on 1 or more customer networks, maintaining an interest in the ultimate resolution of an incident.
The engineer will be able to evaluate and schedule complex changes on a broad range of customer networks and will complete evaluations within target and execute changes, often working with Design Services, to a schedule.
The engineer will have good interpersonal skills and will be able to work with the service desk and Level 2 network engineers as well as other stakeholders .
The engineer will be able to identify problems within networked solutions and investigate these in an effort to eliminate the incidents that they generate, using expertise in their disciplines.
There will be occasions where you are required to work overtime and/or bank holidays.
Oncall is a requirement within the team
Support Internal and Customer Networks
Deliver effective resolution to incidents
Schedule and execute changes
Investigate problems in order to ascertain full Root Cause Analysis (RCA)
Develop and maintain the necessary skills to maintain operational integrity of internal and customer networks
To correctly triage and diagnose issues before escalating
Ensure action taken to meet or exceed agreed operating objectives and goals.
Participate and encourage working with other teams and business units when required to ensure business and customer demands are facilitated.
Resolve and balance resource allocation issues to maximise contribution.
Maintain and influence expectations of service delivery across the business to meet SLA targets.
Drive the team and business unit to achieve continuous improvement across a range of indicators.
Implement company policies and procedures within the team.
Willing to learn new technologies and be able to fulfil complex tasks.
Willing to work alone, for extended time periods on major projects.
The ability to proactively identify and address challenges for the benefit of the team and the business.
Engage with and work with their own team and those outside their own to seek help on complex issues.
Able to prioritise ever changing work stacks and escalate where appropriate.
Understanding of key ITIL processes Incident, Change, PCAP.
Ability and desire to drive change.
Demonstrative experience in technical project delivery.
Excellent communication skills both written and oral.
Excellent ability to use new technologies and understand them in depth through rapid self-learning.
Excellent analytical skills - systematic approach to problem solving.
Advanced knowledge and understanding of Routing & Switching (minimum of CCNP Routing and Switching with at least 5 years support experience)
Advanced knowledge of Cisco and Checkpoint firewalls.
Ability to define and lead root cause analysis into systems, process and behaviours.
Ability to identify, describe and deliver solutions to problems.
Ability to impart key learnings and provide knowledge transfer on Problem resolution to colleagues.
Must have a strong interest in learning new skills/technologies and curiosity to explore various technologies and solution approaches.
Strong attention to detail and processes.
Ability to work off own initiative and identify areas of improvement.
Solid understanding of Network technologies and processes.