Atech Support
High Wycombe
From £45,000 to £55,000 per annum Depending on experience + benefits
02 Dec 2017
08 Dec 2017
Contract Type
Full Time
Role Description:

This role is responsible for providing technical services and technology support to both internal and external clients within our Service Desk. The role covers the physical delivery and ongoing support to clients on products, applications, network systems and overall solutions. This role requires an individual who will demonstrate competence in their own area, but who may still be acquiring a higher level skill. They will work with moderate guidance in their own area of knowledge as they deepen their knowledge and skills in one area or broaden their ability over a variety of skills. The jobholder will be responsible for applying their knowledge/skills to a variety of standard day-to-day activities, identifying unusual technical problems.

The role requires a highly motivated, focused and ambitious individual in this fast paced environment to ensure our clients receive exemplary service at all times. The role is based at our head office in High Wycombe but there will be occasions where you will be expected to travel to client sites or our central London office.

Please note there will be a requirement for the individual to be part of an on-call out of hours rota

Duties & Accountabilities:

  • Responding to calls and tickets from clients, clearly identify issues, troubleshooting through to resolution.
  • Taking ownership of and responsibility for networking problems and being proactive when dealing with issues, liaising with both internal and external support functions, clearly setting expectations of others
  • Manage own ticket queue and monitor incidents to resolution
  • Monitor systems and identify performance issues proactively
  • Work within strict SLA timeframes and manage escalation of incidents within defined timelines
  • Assisting in the setting up and running of a networking monitoring and alerting system and ultimately a new NOC service
  • Identify problem trends and implement change as required
  • Identify, design and plan to ensure continued service availability and ensure all changes are carried out in a controlled and tested manor
  • Work with other functions within the business to help identify issues and requirements with a view to continued service improvement
  • Provide technical advice and recommendations for tickets, transferring knowledge to junior colleagues
  • Ensure work is completed in line with KPI targets and personal objectives
  • Provide a technical point of escalation for the service desk

What do you need to bring to Atech?

  • Do you have strong technical background with LAN, WLAN, WAN, Data Centre or Security networking in particular with the Cisco / Meraki product portfolio?
  • The candidate ideally must be at CCNP level in one of more of the following areas; Routing and Switching, Wireless, Data Centre, Security or have the equivalent experience.
  • Do you have strong knowledge and understanding of firewalls and security
  • Do you have experience with Network Security Solutions/Support – AV, 2 Factor Authentication, Encryption etc
  • Do you have a strong understanding of enterprise networking technologies?
  • Do you have an understanding of cloud networking architectures within Azure or AWS
  • Can you demonstrate a good understanding of network security principles?
  • Do you have experience using automated monitoring and log tools and analysing trends and root cause issue?
  • Do you have the ability to work in a team environment and client focused?
  • Do you have good communications skills and experience dealing with external suppliers?
  • Do you have good attention to detail, testing and documentation?
  • Do you have a good understanding of ITIL and industry best practice?
  • Do you have a clean and valid driving licence?

This job was originally posted as www.cwjobs.co.uk/job/77531191