Network Support Engineer

6 days ago

Warrington, Warrington, United Kingdom Neoci Ltd Full time
Job Title: Network Support Engineer

Location: Warrington (shift work)

Salary: £28k - £30k

Main Purpose of Role

You will be working as part of a team to deliver customer and technical service support with a focus on delivering great customer service. Working in a busy Service Desk environment you will be an escalation point for support cases raised by our partners, which have not been resolved at first line. Interacting with our partners and suppliers via the ticketing system, e-mail and phone calls.

Key Responsibilities
  • To provide technical resolution to Network support cases/incidents.
  • Adhering to SLA's in relation to case resolution and communication.
  • Raise cases with suppliers where network issues are identified.
  • Managing and owning multiple case tickets on a daily basis.
  • Provide reason for outage reports and post-incident analysis.
  • Fulfilling technical requests raised by our partners.
  • Creation and Maintenance of training guides working with the network teams to work through processes/guides for improvement.
  • Creation of knowledge base articles.
  • Carry out planned upgrade and change activities.
  • To manage communication with the customer regarding incident escalations and resolution.
Requirements
  • Understanding of the OSI model.
  • Understanding of BGP, VRRP/HSRP, IPV4/IPV6, TCP/UDP, VLAN, MPLS.
  • Experience working on Cisco and or Huawei equipment CLI.
  • Experience in a customer facing network support role/environment.
  • Experience troubleshooting network issues remotely.
  • Understanding of the ITIL framework.
  • Understanding of Microsoft products and operating system.
  • Experience in capturing data and inputting into a CRM system.
  • Experience of routing, switching and IP addressing
Benefits
  • Pension.
  • Additional Benefits.
  • Birthday Day Off.
  • Opportunity to develop and grow within a network environment.
  • Hybrid working.

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