First Line Network Operations Technician

Recruiter
Huntress
Location
Basingstoke
Posted
01 Mar 2019
Closes
30 Mar 2019
Sector
Accountancy
Contract Type
Permanent
Hours
Full Time
A Multinational Financial services company based in Basingstoke is seeking a First Level Ops Technician to join their team on a permanent basis.

The First Level Ops Technician is apart of the detection, notification and escalation point for network issues. The primary responsibility is to manage and respond to Network, Hardware and external client and circuit events which may result in impaired connectivity to clients and the internal business. The position requires an in-depth understanding of how logical and physical connectivity issues can affect quality.

You must be willing to work 12 hour shift work outside of BAU hours.

Responsibilities:

* Understanding of customer topology and potential work-around scenarios to mitigate client impact.

* Modify and create work instructions or Recipes to prepare for similar impacting events and allow for a quicker response.

* Constantly review work instructions for accuracy and solicit improvements through second level support groups.

* Ability to communicate effectively throughout the incident management process to ensure that all communications are timely and accurate, as per documented process.

* Follow documented support procedures, managing each issue through resolution or turnover in order to maintain established service levels.

* Track update and resolve all assigned incidents, changes and problem reports in the incident management system, ensuring that documentation is thorough, accurate and meets a standard of high quality.

* Properly escalate incidents in a timely manner per support guidelines and procedures.

* Proactively monitor, recognise, analyse, isolate and/or resolve documented hardware and software problems utilising a variety of hardware and software testing tools and techniques.

* Liaise with L2 support groups and/or development groups to collaborate on the resolution of incidents.

* Support project schedules and changes.

* Maintain technical skills through participation in ongoing training.

* Responsible for the internal and external communication of issues to management, other internal support groups, and the customers via pages, email broadcasts or phone.

* Should have a strong understanding of transaction message flow and the different types of exceptions that can be encountered resulting in cardholder impact

* Incident bridge stewardship in support of timely resolution of internal issues

Skills and experience:

* Basic knowledge of TCP, switching and routing, data-centre, WAN, tunnelling, Ethernet carrier transports and Wifi

* Basic load balancer knowledge

* Knowledge of Solarwinds, NetCool or similar fault monitoring toolsets

* Knowledge of ServiceNow or other incident and change management tools

* Previous experience as an Operations Support Analyst, or equivalent Network experience.

* Ability to work 12hr rotating shifts, with possibility of future move to 8hr rotating shifts

* MS Office suite proficiency

* Bachelor's degree or equivalent experience

* ITIL certification

* Cisco Certified Network Associate (CCNA) or studying in progress towards a CCNA or equivalent qualification

* Any experience of network automation especially toolsets such as Python or Ansible

If you feel you fit the above criteria, please apply today.

Huntress Search Ltd does not discriminate on the grounds of 'protected characteristics' as defined under the Equality Act and other relevant UK legislation.

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK

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