Firepower Engineer

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Your Role

You will be making a critical contribution to the on-going success of a thriving Operations Centre. Your responsibilities will cover the support of our fully managed and telephone support customers as well as our own internal networks and Datacentres. The role is primarily looking after our IPS solutions across Cisco and Check Point however you will be expected to become the lead on our internal and customer-based Cisco Firepower solutions and troubleshoot general issues in relation to customer firewall setups.

What you’ll be doing

- Provide 2nd/3rd line technical support for all Cisco network and security customers (internal and external), trouble shooting, diagnosing and resolving incidents to their conclusion, ensuring adherence to agree SLAs and escalating to the vendor where required

- Take the technical lead on any Firepower and IPS related issues for customers (both internal and external) and ensure knowledge share with the wider team

- Design and implement configuration changes on behalf of customers, following the relevant change management process

- Liaise with other Operations Centre engineers and 3rd Party suppliers for issues around networking and security outside of Cisco technologies

- Contribute to the design of new fully managed customer solutions, supporting the Technical Architect team where required

- Assist with the onboarding of new Managed customers (both Greenfield and existing site solutions)

- Provide Service Managers with technical support during customer escalations

- Additionally, you’ll be required to take part in an on-call roster

What we need from you

Proven expertise in the set up and troubleshooting of:

- Cisco Firepower and Cisco ASA solutions

- Good CCNP R&S level knowledge; IOS/IOS-XE and NX-OS for LAN and WAN

- With a background working in an Operations Centre / NOC / customer support environment (internal or external) as well as being organised with the ability to prioritise your own workload

- Ability to multi-task, prioritizing multiple incidents/requests/changes/problems

- Personal skills to interact with clients, staff, and management teams at all levels

- Good verbal and written business communication skills

- Ability to work independently, with a high degree of initiative, and within a collaborative team environment

- Strong organizational and time management skills

- The ability to troubleshoot in a logical manner in order to rectify customer issues efficiently

- Personal drive to learn and work with new technologies and products as required

Advantageous skills/experience

- Cisco (ACI/Firepower/ISE), F5 (LTM/GTM), Checkpoint (R77.30/R80)

About Softcat

Passion. Intelligence. Fun. Responsible; these are the core values which define Softcat. We are one of the UK’s leading IT infrastructure providers and a FTSE 250 listed company. The business is based on two key principles: outstanding customer service and employee satisfaction- both of which inspire our flexible, friendly approach to business.