Infrastructure Support Engineer

3 weeks ago


Bedford, Bedford, United Kingdom Service Express Full time

Position Overview

Service Express is seeking a skilled individual to join our team as a Network Support Engineer . In this role, you will be responsible for delivering 2nd and 3rd level support to our clients and internal stakeholders as part of our managed service agreements. You will assist in the utilization of Network & Security systems, technologies, and products across the organization, while also providing continuous support to our Sales and Services teams in fulfilling contracted obligations.

Key Responsibilities

  • Offer operational support and assistance to clients and internal teams within the Managed Services sector.
  • Provide after-hours on-call support for Network & Security services and software, available 24/7 on a rotational basis.
  • Manage escalations to vendors as necessary, ensuring clients are kept informed of progress.
  • Participate in client meetings, delivering Network & Security technical solutions to meet service commitments.
  • Assist in conducting Data Availability testing and full invocation for clients.
  • Engage in hands-on tasks within data centers, including cabling, equipment commissioning, and troubleshooting.
  • Oversee and manage customer transition activities, ensuring adherence to defined processes and successful outcomes.
  • Resolve support tickets and visit client sites as required.
  • Undertake training as needed to maintain current knowledge in Cisco and Checkpoint support.
  • Ensure compliance with change control processes for all modifications to client systems.
  • Attend client sites as necessary in a pre-sales Network & Security technical capacity, demonstrating expertise to clients.
  • Facilitate knowledge sharing within the team to enhance overall team competency.
  • Assist and mentor Service Desk personnel.
  • Collaborate with Service Delivery Managers to provide Network & Security technical insights to clients when needed.
  • Produce all necessary documentation for standard Service Express solutions, including High and Low Level designs.
  • Implement best practices and ensure compliance with Network and Security protocols, routines, and regulations.
  • Perform additional tasks as assigned by the Technical Services Manager.

Qualifications and Skills

  • Minimum of 3 years experience as a Network & Security Engineer or in a similar role.
  • Experience in a supervisory capacity when working with junior team members.
  • Cisco CCNA / CCNP certification or equivalent experience.
  • Checkpoint CSSA / CCSE certification or equivalent experience.
  • Proven experience in supporting WAN/LAN network services.
  • Knowledge of network security and firewalls, specifically with CISCO and Checkpoint products.
  • Proficient in Microsoft applications, including VISIO.
  • Familiarity with network management and diagnostic tools.
  • Stay updated with current market trends.
  • Ability to create technical documentation and procedures.
  • Strong organizational and administrative capabilities.
  • Ability to mentor and train staff effectively.
  • Excellent problem-solving, analytical, and resolution skills.
  • Experience in transforming and automating repetitive tasks.
  • Provide consistent support communications on a daily basis.
  • Strong communication skills, both internally and externally.
  • Demonstrate initiative and proactive behavior.
  • Professional telephone etiquette.
  • Exceptional customer-facing skills.

Benefits

  • Competitive annual salary up to £50,000 plus a 15% bonus.
  • Additional compensation for on-call duties.
  • Overtime pay opportunities.
  • Comprehensive benefits package including Lifestyle Benefits, Employee Assistance Program, Life Assurance, Private Medical Insurance, and more.
  • Paid volunteer hours.
  • A collaborative work environment focused on delivering exceptional experiences for employees and clients.
  • Access to an on-site gym and personal trainers.


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