2nd Line Technical Support Engineer (Networks) - CCNA or JNCIA

2nd Line Technical Support Engineer (Networks) - CCNA or JNCIA - Leading UK Hosting Brand Edinburgh Excellent Salary Package + Company Benefits About Us: We are industry leading providers of Cloud Hosting, Colocation and Managed Hosting services to over 3000 happy customers across the UK. The Technical Support Engineer Support Engineer Role: The role-holder will be responsible for 2nd / 3rd line network support to external & internal customers, delivered through Incident, Problem and Change management. This is a highly technical customer focussed role. Key Responsibilities: > Provide a point of escalation for Technical Support Engineers. > Support and manage technically complex services for customers e.g. Firewall/VPN configurations, WAN architecture, load balancers. > Co-operate and work closely with wider support teams and third party suppliers to ensure efficient, productive and high quality technical support and customer service to customers remotely and within the Data Centre. > Manage incidents directly with clients to completion within defined SLAs & OLAs. > Publish articles to the internal and customer Known Error Database. > Set and manage customer expectations in relation to ticket resolution targets. Provide regular accurate updates on progress. Resolve incidents and action changes within target timescales. > Escalation to support management, vendors and other respective teams as required. > Assist with project work when required including (but not exclusive to), product evaluations, development of internal and customer training material, product development, and improvement of support processes. > Provide mentoring to less experienced engineers. Additional Responsibilities: > Monday to Sunday out of hours and on call working where necessary. > This role may require occasional customer and company site visits. 2nd Line Technical Support Engineer Required Skills: // Education & Qualifications Essential: > Minimum Cisco CCNA certification, and working towards CCNP level. AND/OR > Minimum Juniper JNCIA certification, and working towards JNCIS level. > Minimum HND or equivalent in IT or similar discipline / proven equivalent working experience. > Minimum GCSE level, or equivalent, in English. Desirable: > ITIL Foundation Certification or working towards. > Full UK Driving Licence. // Experience Essential: > Juniper/Cisco routers, switches, firewalls, and other network products around management, diagnostics, configuration changes, VPN configuration and troubleshooting. > Technical phone support experience or previous experience of working within a technical support team environment. Desirable: > Experience in using network management and monitoring tools. > Worked within an ISP or Telco environment. > Microsoft / Linux System Administration. // Competencies & skills: Essential: > An enthusiastic, driven, committed & flexible approach to work. > Solutions driven and confident in dealing with customers. > Natural initiative and pro-activeness to their method of working. > Be open to new ideas and have a positive outlook. > A confident telephone manner and friendly approach. > Excellent standard of written and spoken English. > Able to work well to deadlines and under pressure. > High degree of accuracy and attention to detail. > Ability to work well to deadlines and under pressure. > Logical approach to problem solving. Desirable > Commercial acumen. // Knowledge Essential: > Understanding of large-scale LAN/WAN management, diagnostics and support. > Solid understanding of Internet Access technologies such as EFM, xDSL, Leased Lines, MPLS, etc. > Demonstrable experience of Wireshark and Iperf. > Strong knowledge and understanding of troubleshooting. > Detailed technical knowledge of DNS, Email, VoIP, VPNs, IP addresses & subnetting, SSLs. > Good understanding of Load balancing technology. Desirable: > Knowledge of VMWare, Microsoft & Linux server operating systems, Exchange/Lync/Active Directory. > Knowledge of Email protocols > Electrical / Mechanical knowledge relevant to Data Centre technology. Benefits we offer: From day one: > Death in Service x 4 > Access to our Rewards Discount Programme From 3 months: > Up to 5% enhanced matching employer’s pension contribution The following benefits on successful completion of probationary period: > Private Medical Care > Health Shield Cash plan which includes access to an employee assistance programme > Optional enrolment in the Bike to work scheme > Optional enrolment in childcare vouchers scheme > Performance related bonus scheme We also offer complimentary: > Fresh fruit > Soft drinks/ fruit juice, tea, coffee > A selection of breakfast foods at each location Interested? Just Apply Below... In 2005 we ripped up the rule book to deliver a recruitment agency experience that makes everyone feel just that little bit happier. By applying you consent to us processing & passing your application to our client for review for this vacancy only. If your skills match the role you will hear back from us within 2 business days. Good luck, Team RR