Job Description
| Role |
Service Centre Engineer (Wireless/Security) |
| Reporting to |
Service Centre Manager |
| Department |
Service Centre |
| Location |
Leatherhead, Surrey |
| Salary |
£35,000 - £50,000 |
My client provide IT infrastructure that transforms the way that businesses work and being a global systems integrator and managed service provider, working with clients in over 70 countries across 5 continents, they're partnered with leading technology vendors including Cisco, Microsoft, Riverbed, EMC, Palo Alto and Dell.
| |
PURPOSE OF THE ROLE |
|
To provide 2nd and 3rd line support to customers across a broad range of Security and Routing / Switching solutions. Excellent customer-facing and telephone support skills are required.
The successful applicant would be expected to provide remote support to customers. This would involve remote configuration and troubleshooting, and therefore any potential candidate must be able to demonstrate strong troubleshooting skills on Wirless, Security and R&S technologies (Cisco ASA and VPN skills are essential to this role). The recruitment process is likely to involve a technical lab assessment.
Experience of a help-desk environment, working to SLAs, and using ‘trouble-ticket’ applications would be beneficial. Any additional skills around security products or wireless would be advantageous.
| |
ESSENTIAL SKILLS |
|
All of the below skills are mandatory:
- Valid Cisco CCNA accreditation in Wireless and/or Security
- Strong Cisco ASA troubleshooting
- Strong Cisco VPN configuration and troubleshooting
- Knowledge of Wireless technologies and wireless troubleshooting
- Excellent verbal and written communication skills
| |
DESIRABLE SKILLS |
|
- Experience in Troubleshooting tools such as wireshark
- CCNA Wireless
- CCNP (R&S / Wireless / Security)
- Juniper SRX
- Riverbed
- Regular and appropriate client facing meetings in support of Service Delivery
| |
KEY RESPONSIBILITIES |
|
- Technical Support: Support tickets for our Customers
- Thought Leadership: be seen as a thought leader of technology within the Networking Team
- CSIP: proactively involve, influence and measure Continual Service Improvements for targeted Customers
- Problem Management: systematically work problems through within the Networking team
- Service Delivery Management: Build and maintain ‘customer-like’ relationships with Service Delivery Managers upholding their planned and unplanned required and visiting Customer Service Review meetings as requested
- Technical Escalation: Be a technical escalation point for the First Line function
- Transition: Assist projects and new customers into live operations
- ensuring that systems, processes and documentation are fit for delivering contracted service
- Managed Services: Understand the detail of the Managed Services being supported
| |
PROCESS |
|
The key to successes and the measurement of this will be through hour ability to audit and test processes and procedures to the point where they can pass external accredited audits and showcase to Customers.
- Support, maintain and improve existing Networking Team processes
- Customer ticket receipt
- Triage
- Incident Management (particularly P1’s)
- Problem Management
- Communication
- Transitional and Managed Services take on
- New Contracts & Proposals (Agile turnaround)
- {as required} Support and define services (if they are missing, create them)
- Create, manage and update Service Centre 2nd Line process and procedural documentation
- Workflows
- Business Continuity
- {as required} Support the overall Service Centre disaster recovery process
- Change Requests
- Uphold and support Change Request processes for the function.
GSA Techsource Ltd operates as an Employment Agency when recruiting for permanent vacancies, and an Employment Business when recruiting for contract vacancies. All contract rates quoted are to Ltd companies.
