​Our client is a global system integrator. They promote from within an offer support with trading and certification. Gold investors in people standard. A large part of support is to critical healthcare across the UK so looking for someone who wants to add real value. The wider team is spread through the UK so this position can be fully remote work from home.

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Reporting to the Network Support Manager for service provider teams, the primary function of this role is to provide a technical response/ fix to incidents, changes and service requests reported by customers, performing second line diagnostics to resolve or identify the best possible next escalation path. This role is based within a team that provides 24x7x365 cover with a 20% uplift on basic salary being applied when undertaking overnight Night Shift cover.

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The successful candidate will require previous technical experience with a proven ability to perform technical diagnostics and administration across some/all of the following technical areas:

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Cisco R&S, Cisco Firewalls (ASA and Firepower with FMC), Cisco Datacentre (Nexus / ASR), Palo Alto Firewalls.

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The successful candidate is required to communicate with customers on a highly technical level to provide immediate resolution where possible; ensuring tickets are managed and progressed correctly within the appropriate SLAs.

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The successful candidate will be willing to apply themselves to a diverse range of work and meet and exceed customer expectations and service levels. The candidate must display a desire to learn and understand new technologies, achieve objectives agreed with their Leader and develop and maintain an excellent working relationship with colleagues.

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Responsibilities

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Provide 2nd Line support for customer technical services to the customer base including monitoring, incidents, changes and appropriate service requests within agreed service hours and to agreed service levels.

Carry out proactive maintenance to maximize availability including patching, config backup and capacity management.

Maintain your technical skills and upskill to cover all relevant technologies if/when required.

Keep abreast of new developments in your relevant technology.

Participate in Change Management process, creating and updating change requests as appropriate, attending CAB meetings at request as appropriate to ensure proposed changes do not compromise network availability.

Establish effective working relationships with key parties from internal stakeholders to external suppliers; encourage stakeholder engagement and drive high quality working relationships.

Experience:

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Proven experience in Configuration, troubleshooting and fault finding on:

Cisco Routing and Switching Platforms including ISR, ASR, Catalyst and Nexus to a Tier 2 level

Cisco Security Platforms including firewall experience

Experience with other networking vendors is desirable but not required.

You will be able to work to ITIL standards and Maintain proper documentation for operations.

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Technical and Soft skills:

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Mandatory

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CCNA - R&S is required.

Working towards CCNP - R&S is desirable.

SC clearance or the ability to be SC cleared is mandatory

Desirable

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Knowledge of Network analytical tools such as Wireshark.

Knowledge of Cisco management tools,

Knowledge of Palo Alto firewalls

Experience with Cisco UC / General experience with VoIP systems over the network

Personal Skills and Qualities:

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You will have:

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Good time management skills to enable you to prioritise and deliver to tight time lines.

A positive, confident and client centric approach to work, with a desire to deliver consistently high quality service

A positive outlook with the ability to be flexible and adaptable.