Network Support Specialist

2 months ago

Bedford, Bedford, United Kingdom Service Express Full time

About the Role

Service Express is seeking a highly skilled Network Support Engineer to join our team. As a Network Support Engineer, you will provide 2nd and 3rd level support to customers and internal teams, assist in the use of Network & Security based systems, technology, and products, and provide ongoing support for the Sales and Services teams in delivering contracted services.

Key Responsibilities

  • Provide operational assistance and support to customers and internal teams within the Managed Services business.
  • Provide out of hours on call support for Network & Security support for contracted services & software support 24/7 on a rota basis.
  • Manage escalations to vendors where required and ensure the customer is kept up to date on progress.
  • Attend customer meetings and provide Network & Security technical solutions to deliver contracted services.
  • Assist with performing Data Availability testing and full invocation for customers.
  • Perform hands on activities within the data centres, which might include cabling, commissioning equipment, performing troubleshooting.
  • Own and manage customer transitions activities to a defined process and to successful completion.
  • Resolve support calls and attend customer sites as appropriate.
  • Undertake training as discussed and agreed in order to ensure up to date knowledge for Cisco and Checkpoint Support is maintained.
  • Ensure change control process is followed for all changes to customer systems.
  • Attend customer sites when required in pre-sales Network & Security technical environment with the ability to demonstrate Network & Security knowledge to the customer.
  • Ensure knowledge is communicated throughout the team to improve all round team knowledge.
  • Assist/train Service Desk staff.
  • Assist and work with SDM's to provide Network & Security technical knowledge to customers when required.
  • Provide all documentation required for standard Service Express solutions including High and Low Level designs.
  • Ensure the implementation of best practice and compliance with Network and Security procedures, routines and protocol including security, safety and regulatory.
  • Undertake other related tasks as requested by the Technical Services Manager.

Requirements

  • At least 3 years working as a Network & Security Engineer or equivalent.
  • Experience working in a supervisory role when working with more junior members of the team.
  • Cisco CCNA / CCNP or relevant experience.
  • Checkpoint CSSA / CCSE or relevant experience.
  • Proven track record of supporting WAN/LAN based network services.
  • Experience of network security & firewalls (CISCO & Checkpoint products).
  • Extensive knowledge & use of Microsoft applications (inc. VISIO).
  • Experience of using network management & diagnostic tools.
  • Maintain current market knowledge.
  • Ability to produce technical documents & procedures.
  • Strong organisational and administrative skills.
  • Ability to assist/train staff.
  • Excellent problem determination, analytical and resolution skills.
  • Transformation & automation of repetitive tasks.
  • Provide day-to-day support communications.
  • Good communication skills internally & externally.
  • Ability to demonstrate initiative.
  • Good telephone manner.
  • Excellent customer facing skills.

What We Offer

  • Up to £50,000 annual salary +15% Bonus.
  • On-call Rota at an additional rate.
  • Overtime pay.
  • Lifestyle Benefits, Employee Assistance Program, Life assurance, Private Medical Insurance and more.
  • Paid volunteer hours.
  • A Collaborative company that focuses on providing our employees and customers through the best experience.
  • On site Gym and use of personal trainers.

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