Senior Service Desk Engineer, Networking, Zscaler

Service Desk Engineer, Networking, Zscaler, Cisco

Highly skilled 3rd line support experience working with Zscaler, ZIA, ZPA, CISCO and strong Layer 2 &3 networking expertise.

You will be working in a small but highly experienced team of engineers working for an award-winning MSP.

You will be involved in delivering IT Services to both Private and Public Sector Enterprises, deploying & managing software-defined network, security, and cloud infrastructure platforms. As the senior engineer you will have experience of networking and Zscaler and be involved in both service desk and project work.

Zscaler, ZIA, ZPA and Cisco CCIEs, CCNPs, Fortinet NSE4s, NSE5s, NSE7s.

You will spend the majority of your day to day on the busy ServiceDesk liaising with customers, IT professionals with complex problems and change requests helping them co-manage their Network and Security solutions. As part of the small and highly experienced talented team of engineers you will also join an on-call Rota to ensure their customers are supported 24/7.

Skills:

• Minimum CCNP level certification/expertise preferred.
• Strong Layer 2&3 Networking expertise.
• Strong Security Awareness principles and practice.
• Experience with several of, or all of WAN, LAN, Data Centre switching and Security (Cisco, Aruba, Meraki, Palo Alto, Fortinet and Zscaler).
• Experience handling, managing and resolving customer support incidents (Ticket Management).
• The ability to liaise effectively with service providers (TalkTalk, Vodafone, GTT etc.).
• Experience of dealing with vendor TAC support services (Cisco TAC/Fortinet/Microsoft etc.).
• Knowledge or understanding of Software Defined Networking and SD-WAN.
• Excellent communication skills and a willingness to work remotely and on-site with customers as/when required although the role is mainly home based.
• The ability to work autonomously when required, or as part of a close team when collaborating on a wider solution/fault.
• Join an on-call rota to ensure our customers are supported 24/7.
• Overtime and OOH work are available.
• UK Driving License.

Personality is key as the ideal candidate will have excellent telephone skills, be warm, friendly, and well-organized to build a great rapport with end clients customers. Being able to quickly and efficiently understand a customer's problem, ensure it is logged correctly and resolved within a timely manner.