3rd Line Network Support Specialist (SC, Security Cleared)

Hays Talent Solutions
13 Feb 2018
16 Feb 2018
Contract Type
Full Time
3rd Line Network Support Specialist (SC, Security Cleared)
Hatfield, Hertfordshire
Competitive salary

A leading provider of telecoms services and solutions are currently looking for a 3rd Line Network Support Specialist to join their expanding team at their prestigious offices in Hatfield, Hertfordshire

The client site is a Security Cleared environment, so the successful candidate must hold current SC clearance or be able to go through security clearance.

Main Responsibilities

- Your primary responsibility will be to apply your extensive technical knowledge to the appropriate customers and proactively seek further opportunities to enhance the customer experience
- Using your coaching and mentoring skills you will provide leadership to technical specialists enabling them to resolve incidents, changes and problems efficiently; ensuring our customer service level agreements (SLAs) and key performance indicators (KPIs) are met.
- You will be interfacing with senior stakeholders, suppliers and our customers, typically at IT Director level or above.
- Utilising your extensive technical experience and ever evolving/developing technical ability to bring about resolution of the most complex technical incidents, changes or problems
- Delivering service to customers as per our contractual obligations on a product, service design or bespoke managed service-wraps.
- Validating service designs and product specifications to ensure MCS can deliver the service outcomes in a scalable and robust way to time, cost and quality.
- Providing primary cover to ensure a seamless continuation of management responsibilities during any periods of absence by your line manager.
- Proactively identify any technical skills gaps within the team and provide guidance and/or plans on how to close these gaps through coaching and mentoring, the development of training packages, or through improved tools or processes.
- Ensure 3rd line incident/changes are progressed quickly and efficiently by the technical specialists, providing consultant level technical support and/or ownership during any escalations or major incidents, in line with the appropriate SLA's.
- Continually developing your service and product knowledge, known issues and troubleshooting techniques and cascade this learning to your peers and the support teams.
- Directly managing incidents/changes, providing technical input and management of 3rd parties.
- Provide input to internal weekly/monthly reports as appropriate.
- Ensuring work packages are recorded on management systems as appropriate.
- Lead in reviews about our team strategy.
- Proactively completing all required mandatory training requirements.

Minimum Experience/Skills required:

- At least 10 years' experience, working with network products in a technical capacity.
- Achieving Cisco certification up to Internetwork Expert level (CCIE) and /or other vendor appropriate qualifications
- Professional interaction at all levels (i.e. IT Director/Executive level customer-facing, inter-departmental, third parties).
- Extensive coaching and mentoring skills enabling others to attain Cisco accreditations.
- Technical knowledge and exposure to at least one other technology to CCNA level or appropriate qualification.
- Self-motivated and keen to develop on a technical development path.

If you're looking for the opportunity to build your career with an industry leader, then please apply and take the career to the next level.

Please note that due to the urgency of this role, preference will be given to candidates that are currently SC cleared, candidates that are willing to undergo the security clearance process will be considered however SC clearance is an essential requirement for this role.

Hays Corporate Accounts is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk
This job was originally posted as www.cwjobs.co.uk/job/79906204

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