2nd Line Network Support Engineer / IT

2nd Line Network Support Engineer / IT

London (E1)

Circa £36,000

4 days on and 4 days off (2 days 07:00 – 19:00 then 2 nights 19:00 – 07:00)

Monday- Friday 09.00 – 17.30pm

Our client provides Enterprise-class Cloud, IT and Network services to over 1700 companies. Their fusion of complementary technologies means that they can deliver enterprise applications at wire speed for a superior end-user experience combined with exceptional service and support.

Applicants will be working in a fast paced environment and will be expected to be proactive and attentive team players who show a commitment to providing exceptional customer support and a desire to develop themselves.

Responsibilities

You will provide effective 2nd line support for incoming customer support queries and following incidents, requests and change management process as well as troubleshooting and resolving any networking faults for network, voice, and cloud based services.

You will act as an escalation point for 1st line and work closely with the 3rd line team for any faults which require escalation as well as being responsible for regular communication verbally and written with existing customers and meeting customer SLAs. You will also be responsible for configuring replacement hardware for customers and writing up technical documentation for customer solutions

Knowledge & Experience Required

Knowledge and experience of troubleshooting networking principles equivalent to CCNA R&S or JNCIS-ENT level, knowledge of layer 2 switching protocols like STP, Dot1Q, QinQ, VPLS as well as knowledge of layer 3 routing protocols such as to BGP, OSPF, EIGRP, HSRP, VRRP and Juniper platform configuration experience is ideal, SRX and EX series

Desirable Knowledge & Experience which would be beneficial

Experience working in a Telco environment and familiarity with updating customers through a ticketing system is desirable as well as firewall experience particularly with Fortigate, Cisco ASA, and Juniper SSG. Knowledge of scripting language and linux to help maintain and develop scripts for network maintenance tasks is also desirable.