Network Engineer (Level 2)


Network Engineer (Level 2)

The Job

Our Network Engineers work within the highly skilled Ideal Support Services Team to deliver exceptional 1st and 2nd line support to our customers.
Principal Responsibilities
 Undertake and manage in depth troubleshooting activities and plan customer facing activities under guidance
 Investigate and help resolve issues on customer’s network and IT estates using agreed troubleshooting methodologies
 Manage support cases to enable fast resolution that exceeds our customers’ expectations
 Ensuring accurate recording of all cases using the Company’s ticket management tool and closing within agreed timeframes
 Using the central document repository, to ensure knowledge sharing across the team and enable best practice
 Supporting ad-hoc projects to develop the capabilities of the Ideal Service Centre

Key Performance Measures
 Ticket SLAs and KPIs are achieved
 Escalation procedures, policies and working practices are adhered to
 All records relating to Service Requests, Incidents, Problems and Knowledge Management are completed accurately and within agreed timeframe
 Projects are delivered in line with project quality standards

Requirements
 1 years relevant customer focused experience, resolving technical problems, with experience of using ticketing systems
 Specialised in supporting Cisco architectures with technical competency in supporting one of the following: Cisco and Palo Alto security, Cisco switching & wireless, Cisco Datacentre (UCS, Nexus, NetApp/Nimble & VMware) and Cisco Collaboration (CUCM, UCCX, Unity)
 Cisco CCNA
 Ability to communicate effectively and build relationships to understand client requirements
 Accurate written recording of information
 A self-motivated attitude
 Ability to deliver against deadlines and agreed targets
 Ability to cover sickness and annual leave for service centre engineers working shifts out of hours and participate in the out of hours on-call rota
 Full clean driving license and ITIL qualification desirable but not essential
Job reference information
Advertiser Ideal Networks Limited
Contact Name
Telephone (Please reference Dice when calling)
Reference REF_357887

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