Senior Systems Engineer - South Wales

Amrec Recruitment Ltd.
Cardiff (Caerdydd)
25 Sep 2017
03 Nov 2017
Contract Type
Full Time
Responsibilities - Troubleshooting of customer raised issues. - Perform 2nd/3rd line technical support to customers, via Phone, Email and Ticketing system and in person. - Liaise with upstream support personnel, providing diagnostic data and replicating customer solutions in a Lab environment. - Perform in-house and customer training. - Conducting customer visits with senior staff as required. - Be part of a rota to cover the office hours 8am to 6pm Monday to Friday. - Be part of a 24/7 on call rota, supporting the platform and critical customer issues should any arise. - Incident management in line with ITIL best practice Requirements The successful candidate will have the following skills and experience: - Ability to complete a task, given adequate instruction, whilst working with initiative. - 5 years working in an IT support function - Experience of providing technical customer care within an IP environment, preferably to both IT literate and non-IT literate customers. - Good working knowledge of the full Microsoft Office suite. - Experience in troubleshooting issues and problem solving - Experience working with and administering: - o Cisco Routers and Switches - o TCP/IP networking - o Proficient in the use of Wireshark[DD1] Additionally, the following skills and experience are highly desirable: - ACME Packet/Oracle SBC - ACME Packet/Oracle Palladion - Voice over IP PBX (preferably using SIP/SDP/RTP) - BroadWorks - Brocade Routers and switches - Database Administration (eg MySQL, PostgreSQL) - MPLS - Linux (eg Redhat/Centos, Debian/Ubuntu) - Programming (eg Java, Python) - Quality of Service - SonicWall Firewall
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