Senior Network Engineer (Level 3)

Senior Network Engineer (Level 3)

The Job

Our Senior Network Engineers work within the highly skilled Ideal Support Services Team to deliver exceptional 3rd line support to our customers.

Principal Responsibilities
 Plan and execute in depth technical activity, influencing the direction of activities/plans and providing technical insight and guidance to others
 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 and taking ownership of ad-hoc projects to develop the capabilities of the Ideal Service Centre
 Supporting wider team with knowledge share, via knowledge base communications (emails, how-to guides etc.) and contribution at team meetings

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

 Specialised in supporting one of the Cisco architectures with a broad technical competency in supporting the following: Cisco and Palo Alto security, Cisco switching & wireless, Cisco Datacentre (UCS, Nexus, NetApp/Nimble & VMware) and Cisco Collaboration (CUCM, UCCX, Unity)
 Cisco CCNP or multiple CCNA across different architectures
 Proven experience in incident management, service request management and problem solving
 Experience of using ticketing systems and use of monitoring and management tools
 Ability to communicate effectively and build relationships to understand client requirements
 Accurate recording of information
 A self-motivated attitude
 Ability to deliver against deadlines and agreed targets
 Participation in the on-call rota
 Full clean driving license and ITIL qualification desirable
Job reference information
Advertiser Ideal Networks Limited
Contact Name
Telephone (Please reference Dice when calling)
Reference REF_1342

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