2nd Line Network Engineer

A leading IT solutions provider has an opportunity for a 2nd line support Engineer to deliver support to managed customers on routing, switching, security and wireless products. The role will involve: - Utilising experience and evolving technical ability to bring about resolution of technical incidents, service requests, changes or problems from customers relating to network and security - To deal with customer requests in line with Service definitions and SLA's - To escalate incidents and requests to 3rd line resolvers or vendors in a timely fashion. - Management of information relating to customer incidents or service requests, and the effective communication of progress of such events, to customers, colleagues and 3rd parties. - Managing incidents and service requests, providing technical input and management of 3rd party. - Adherence to internal processes and procedures Minimum Experience and Skills - At least 1 year's experience, working with network and security products in a technical capacity. - Professional interaction at all levels (i.e. customer-facing, inter-departmental, third parties). - Technical knowledge and exposure to at least one of - routing and switching, security, and/or wireless technologies - Self-motivated and keen to develop on a technical development path - Cisco certified to Associate level (CCNA)