2nd Line Support Engineer


Premium Job From Nigel Frank International

Recruiter

Nigel Frank International

Listed on

28th June 2022

Location

Oldbury

Salary/Rate

Upto £45000

Type

Permanent

Start Date

ASAP

This job has now expired please search on the home page to find live IT Jobs.

Job DescriptionMy clients are a Microsoft Gold Partner looking for a Network Support Engineers to join their growing Infrastructure team.The ideal candidate for this role will have previous experience in a Support and Network Engineer role. I am looking for a number of candidates for this multiple Engineer roles. Please be advised that the role is a hybrid role with 1-2 days in the office.

Role & ResponsibilitiesResolve technical Incidents logged by clients efficiently, professionally and within SLA (Service Level Agreement)Provide 2nd level Incident analysis and support, resolving Incidents as appropriate within the specified guidelines.Identification of recurring issues and raising problem records for investigation. Triage of incidents that come into the 24/7 Service Management Centre.As a member of the Service Desk 1st line team, act as a point of contact for our clients and escalation for the 1st line engineers in the Service Desk.Work co-operatively with team members and colleagues, contributing positively and constructively to the achievement of team and organisational objectives.Take proactive accountability and ownership of own actions and activity to ensure our client best interests are maintained.Take proactive responsibility for client communication during major Incidents and provide updates as required by Service Management, and Service Desk Manager/TL.To ensure throughout your own and overall ticket lifecycle, that appropriate communication takes place with client and key stakeholders at all times.To accurately log and maintain real-time updates for all Service Desk Incidents (tickets) using our Service Management Tool (Service Now).Act upon events generated by real-time network monitoring system. Where relevant, to ensure these Incidents are assigned to the appropriate technical resource.Monitor progress of tickets, providing the customer/client with feedback and real-time information regarding the progress of the resolution, throughout the lifecycle of the ticket.Monitor progress of problems, providing the customer/client with feedback and updated information regarding the progress of the resolution.Perform trend analysis, identify and report trends to Service Desk Team Leader so that the appropriate corrective action can be taken.Proactively escalate Incidents to the responsible team when SLA targets are expected to be breached, or where technical or functional escalation is needed.Maintain Client knowledge and Configuration Items, including known error recordsMaintain knowledge and skills, in order to reach requirements for 2nd line competency assessment; continually staying abreast of technology updates.

Skills & QualificationsUnderstanding of the ITIL processesExperience of working in a fast paced Service Desk supporting a wide range of services and productsExperience of working with ITSM platforms (Service Now desirable)ConnectivityData communications understanding and experience in operational environment equivalent to a 1st line faults desk.Previous experience working in a SP/ISP/TelcoCarrier operational environment.CCNA / JNCIA routing and switching experience at 2nd lineExposure to Fortigate SD-WAN technologyExposure to Wifi solutions (Cisco Meraki), LAN switchingOperating NMS systemsExperience in applying basic change requests to live customer solutionsAbility to troubleshoot IP, DSLBuild and configure routers and other network equipment on an ad-hoc basis.Ability to troubleshoot MPLS, BGP, OSPF, IPSecFirewalls (Palo Alto / Cisco ASA), Juniper/Cisco Routers Switches - troubleshooting and change requests to live customer solutionsExperience of working in a Datacentre and providing smart hands to troubleshoot connectivity solutions

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