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Details

Service Express is looking for a talented professional who wants the opportunity to serve as a Network Support Engineer in our organisation. The Network Support Engineer will provide 2nd and 3rd level support to customers and client personnel as part of the services covered by managed service contracts; assist in the use of Network & Security based systems, technology, and products throughout the organisation; and ongoing support for the Sales and Services teams in delivering contracted services.

Here’s what this position is all about:

• Provide operational assistance and support to customers and internal teams within the Managed Services business.
• Provide out of hours on call support for Network & Security support for contracted services & software support 24/7 on a rota basis.
• Managing escalations to vendors where required and ensuring the customer is kept up to date on progress.
• Attend customer meetings and provide Network & Security technical solutions to deliver contracted services.
• Assist with performing Data Availability testing and full invocation for customers.
• Perform hands on activities within the data centres, which might include cabling, commissioning equipment, performing troubleshooting.
• Own and manage customer transitions activities to a defined process and to successful completion.
• Resolving support calls and attending customer sites as appropriate.
• To undertake training as discussed and agreed in order to ensure up to date knowledge for Cisco and Checkpoint Support is maintained.
• Ensure change control process is followed for all changes to customer systems.
• Attend customer sites when required in pre-sales Network & Security technical environment with the ability to demonstrate Network & Security knowledge to the customer.
• Ensure knowledge is communicated throughout the team to improve all round team knowledge.
• Assist/train Service Desk staff.
• Assist and work with SDM’s to provide Network & Security technical knowledge to customers when required.
• Provide all documentation required for standard Service EXpress solutions including High and Low Level designs
• Ensure the implementation of best practice and compliance with Network and Security procedures, routines and protocol including security, safety and regulatory.
• Undertake other related tasks as requested by the Technical Services Manager

What we are hoping you can bring to the Service Express team…

• At least 3 years working as a Network & Security Engineer or equivalent
• Experience working in a supervisory role when working with more junior members of the team
• Cisco CCNA / CCNP or relevant experience
• Checkpoint CSSA / CCSE or relevant experience
• Proven track record of supporting WAN/LAN based network services
• Experience of network security & firewalls (CISCO & Checkpoint products)
• Extensive knowledge & use of Microsoft applications (inc. VISIO)
• Experience of using network management & diagnostic tools
• Maintain current market knowledge
• Ability to produce technical documents & procedures
• Strong organisational and administrative skills
• Ability to assist/train staff
• Excellent problem determination, analytical and resolution skills
• Transformation & automation of repetitive tasks
• Provide day-to-day support communications
• Good communication skills internally & externally
• Ability to demonstrate initiative
• Good telephone manner
• Excellent customer facing skills

What you will get? 

• Up to £50,000 annual salary +15% Bonus
• On-call Rota at an additional rate
• Overtime pay
• Lifestyle Benefits, Employee Assistance Program, Life assurance, Private Medical Insurance and more.
• Paid volunteer hours
• A Collaborative company that focuses on providing our employees and customers through the best experience
• On site Gym and use of personal trainers