2nd Line - SUPPORT ENGINEER

Recruiter
Virtual1 Limited
Location
United Kingdom
Salary
£35,000 - £38,000
Posted
27 Sep 2017
Closes
03 Nov 2017
Contract Type
Permanent
Hours
Full Time
Want to work for an award winning network operator? Up to the challenge of joiningthe UK's fastest-growing Telecoms business, highlighted as "one to watch" in recent tech reports by Deloitte and the Sunday Times. Job Title: 2nd Line Support Engineer Reporting To: Head of Network Operations Location: London, UK Main Purpose of Role: Ensure Virtual1 and the partner Sales staff are provided with excellent technical support for all active services Manage Cases relating to faults, changes or requests from Partners to meet the SLA commitments. Key Tasks and Accountabilities Core Tasks To monitor and repair network faults and provide higher level support for the 1st line engineer desk and other network services to Virtual1 Partners as required. Manage Case queues within the SalesForce System for Faults, Change Requests. On occasion assist 1st line engineers with Data-Centre Access and Information Requests. To answer calls from Partners, logging or updating Cases as appropriate To monitor the PRTG monitoring system and respond pro-actively to alarms Refer faults to carriers and suppliers and chase effectively to ensure satisfactory outcome in shortest timescale possible Ensure active cases are handed to/from the overnight Support team Additional Responsibilities Work with the HoNO to ensure that a level of best practise with support and monitoring is defined and implemented Work with carrier partners and suppliers to define efficient methods for identifying and resolving faults over the services Virtual1 takes from them Work with Sales and Service Management to ensure they are aware of any customer complaints relating to service performance. Ownership of all related SalesForce queues Performance Indicators Customer satisfaction A Sales team confident in the ability of the Operations team to deal with their Partner's issues A well-documented library of Support process and procedure Well documented Cases with record of effective, pro-active dialogue with Partners Open ticket count kept to a minimum Change request completion by volume and accuracy Role Requirements Skills Self-motivated; good time-keeping and customer-value work ethic. Working knowledge of Wide-Area networking technologies, topologies and routing protocols Strong analytical and trouble-shooting skills; gathers evidence, investigates solutions, considers implications for the business, goal-orientated Takes pride in achieving best mutual outcome for Partner and Virtual1 Builds long-term relationships both internally and externally across different cultures Establish creditability with Customers and Partners using appropriate interpersonal styles and communication methods Good communication skills, both written and verbal Knowledge & Experience Strong background in Telecommunication environment Able to demonstrate knowledge of networking topologies and routing protocols Confident in the levels of the OSI model and how it relates to MPLS and VPLS Good organisational skills Process and Teamwork oriented approach with both internal and external customers Academic & Professional Qualifications Cisco or Juniper accreditation to at least CCNA or JNCIA level Working towards attaining JNCIS-SP or CCNP level qualification. Travel Requirements Travel within the UK may be required on occasion Staff Benefits Pension Healthcare Death In Service Childcare vouchers 25 days holiday Day off on Birthday Season ticket loans Free breakfast - EVERYDAY
This job was originally posted as www.jobsite.co.uk/job/959199327