2nd Line IT Support

SUMMARY:
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POSITION INFO:

Summary and purpose of the Job:

• Provide investigation of customer incidents escalated to the team, quickly triage, and bring the case to resolution.
• Become an extension of the customer’s IT team, ensuring the best customer experience, and deliver high levels of expertise.
• Have the capability to make technical decisions and implement service restoration workarounds whilst root cause is established.
• Understand the need to and know when to escalate to Senior Engineers to ensure that customer SLA’s are met.
• Take direction from Senior Engineers as part of a virtual Incident Management team.
• Work in conjunction with the Operations Engineers and 3rd Party Resolvers to provide incident resolution, problem management and root cause analysis.
• Have the capability to perform trend analysis leading to the identification of reoccurring faults and resolve repeat faults under problem management.
• To proactively identify serious issues and identify a course of action to minimise or eradicate the possibility of impacting our customer’s systems availability.
• Service restoration must be at the forefront of incident resolution to meet contractual SLA’s & OLA’s.

If you want to further your career with a vibrant and fast-paced organisation, this is the role for you.

Responsibilities:

The extent of your duties will include but are not limited to:

• Taking ownership of complex issues to resolution providing technical support via telephone, email, and remote access.
• Overseeing remote monitoring escalation tickets
• Research and identify solutions to complex software and hardware issues.
• Create and improve documented processes which can be shared across teams driving an improvement in resolution times and first-time fixes.
• Prioritise and manage several open tickets at one time, monitoring responses and any upcoming SLA events.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
• Ensuring customer processes and documentation are kept up to date.
• Mentor and provide guidance to other team members
• Stay current with emerging technologies and industry best practices to continually improve the IT environments.

Experience / skills required

• A minimum of 3 years' experience in an IT Service environment
• High level of technical experience gained in a hands-on-role
• Excellent verbal & written English
• Robust influencing and interpersonal skills with the ability to communicate at all levels
• Ability to prioritise and handle multiple assignments at any given time
• Be flexible and able to commit the time required to get the job done in line with business needs
• Highly organised with excellent time management skills and attention to detail
• Desire to learn new products and technologies
• Can-do attitude
• In depth experience in configuration, troubleshooting and fault finding on –
  • Cisco, Juniper and Extreme Routing and Switching platforms to a L2 level
  • Security platforms including firewall experience
  • L2 Broadband Support including traffic shaping
  • Networking protocols (TCP/IP, DNS, DHCP and VLAN) and VPN Systems
• The ability to work to ITIL standards and maintain documentation

Beneficial experience / skills

• Management of complex networks / infrastructure
• Knowledge of Network Analytical tools
• Knowledge of Network Management Tools

The following certifications would be beneficial:

• A diploma or degree in Information Technology, Computer Science, or a related field.
• CCNA
• JNCIA
• Extreme Switching

Conditions and Benefits

• We offer a Dynamic and supporting work environment with opportunities for career growth.

• UK working hours (Day light saving)

• Competitive salary and benefits package

• Medical package

• Opportunities for professional development and certifications.
• Friendly and inclusive work culture.