3rd Line Support Engineer – Technical Lead

3rd Line Support Engineer – Technical Lead

Location: City of London

Salary: Circa £42,000Base + £2,400 on call allowance

A leading managed network service provider has an opening for a 3rd Line Support Engineer based from the City of London offices. This is an office based role providing a 2nd/3rd line technical escalation point to the NOC and practical hands-on support in the Customer Service Centre to ensure faults are resolved as quickly as possible and requests are professionally responded to. Circa £35,000 Base with £2,400 on call allowance. Based from the City of London offices.

The organisation is a leading provider of Voice & Data network services, Unified Communications, Hosting & Virtualisation, Storage and Network Security solutions to business customers across the UK. They own a number of UK Data Centres and have partnerships with leading networking vendors including Cisco, Juniper, VMware and Mitel. They have aggressive growth plans for the business which has created the opening for a 3rd Line Support Engineer.

Key responsibilities for the 3rd Line Support Engineer – Technical Lead include:

• An office based role providing a 2nd/3rd line technical escalation point to the NOC and practical hands-on support in the Customer Service Centre to ensure faults are resolved as quickly as possible and requests are professionally responded to.
• Provide technical input and context to the Customer Services Manager to assist with decision making and reports and contributing to ITIL problem management.
• Oversee and implement complex customer change requests, routine maintenance, monitoring and testing to maintain network integrity.
• Coordinate and provide direction on complex faults to ensure timely resolution.
• Build and maintain the technical knowledge database and organise technical troubleshooting workshops for NOC staff.

As a 3rd Line Support Engineer – Technical Lead you will have the following experience:

• At least 3 years work experience within a support environment ideally from a service provider / Telecoms provider background
• CCNA qualified with 18 months experience
• CCNP certification

Good working technical knowledge of most of the following:

• TCP/IP
• OSPF / BGP
• Routing (Layer 2 and Layer 3)
• Good understanding of MPLS
• 2-3 years Red Hat Linux experience installing support and troubleshooting
• 2-3 Years’ experience installing, support and troubleshooting VMware vSphere 5.x and above
• 2-3 years’ experience of setting up and troubleshooting Windows 2003/2008
• Firewall Security – (ideally Juniper SRX or SSG)
• Experience with network monitoring tools (Ideally nimsoft however any monitoring tool would be advantageous)
• Experience with troubleshooting DSL, Ethernet based Leased lines

If you are a 2nd / 3rd Line Support Engineer with experience working for a Carrier, ISP or Network Services provider looking for a new and challenging opportunity then please send your CV to M-Connect so we can discuss the vacancy further with you.