Location: Portsmouth (On Site). Competitive Salary & Package (Dependent on Experience). Career Level: Specialist / Associate Manager.
Key Responsibilities
- Plan and execute in depth technical activity.
- Influence the direction of activities/plans and provide technical insight and guidance to others.
- Investigate and help resolve issues on customer's network and IT environment using agreed troubleshooting methodologies.
- Manage network support cases to enable fast resolution that exceeds our customers' expectations.
- Ensure accurate recording of all cases using the company's ticket management tool and close within agreed timeframes.
- Use the central document repository to share knowledge across the team and enable best practice.
- Support and take ownership of ad hoc projects to develop the capabilities of the Ideal Service Centre.
- Support the wider team with knowledge sharing via knowledge base communications (emails, how-to guides etc.) and contribute at team meetings.
- Participate in the on call and shift rota; this is an onsite delivery based role.
Job Qualifications
- British national only; subject to satisfactory BPSS and SC security clearance requiring 5 years continuous UK address history.
- Experience within information security/technology focused on networking.
- Knowledge of Cisco switching & wireless, Cisco Security including ASA firewalls and ISE.
- Cisco certification including CCNP or multiple CCNA across network technologies/areas.
- Proven experience in incident management, service request management and problem solving.
- Experience using ticketing systems and monitoring and management tools.
- Ability to communicate effectively and build relationships to understand client requirements.
- Ability to deliver against deadlines and agreed SLA targets.
- Ability to take ownership of an issue or task and see it through to completion.
- ITIL qualification desirable.
- Full clean driving licence preferable.
- Palo Alto experience.
- Checkpoint experience.
- Firewall orchestration.
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.