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London, England, United Kingdom
Exponential-e
Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.
We’re a company of innovators who think big and achieve bigger! Our people are crucial to the continuing success of our company. From our CEO to our new Graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do.
Job Description
Overall purpose of the job:
To manage and own support tickets in relation to existing customer services.
To design and implement changes as per client’s requirements.
To work closely with the 2nd Line Service Desk team and the Solution Delivery team to assist in supporting customers and configuration tasks.
Key responsibilities for this job:
Regular communication verbally and written with existing customers
Provide 3rd Line support for incoming customer support queries and escalations from the 2nd Line Service Desk
To take ownership and effectively manage support tickets for incidents, change and service requests
To plan and complete projects as assigned to you by the Head of 3rd Line Network Support
Documentation of customer solutions – CMDB, Visio documentation, technical summary write up
DR/Failover Testing
To provide support and mentoring to 2nd Line engineers
Provide resources to the solution delivery team in supporting the configuration and implementation of new customer projects
On-call rota out of hours for high priority incidents
Technical Environment:
Switching; Cisco, Meraki, Aruba, HP, Dell, Juniper
Wireless; Cisco, Meraki, Aruba
Security; Palo Alto, Prisma, Fortinet, Cisco ASA
SD-WAN; Citrix, Viptela, Meraki, Fortinet, Nuage
Cisco NAC ISE, SD-A/DNAC, DOT1x
Cisco Nexus 7xxx, 5xxx, 2xxx series
Knowledge and experience required:
Experience using next generation firewalls such as Palo Alto, Fortigate Cisco ASA, Firepower, Check Point. This should include experience of configuring and troubleshooting
access lists, NAT, IPSec and SSL VPNs
Knowledge of layer 2 switching protocols such as STP, Dot1Q, QinQ, VPLS
Knowledge of layer 3 routing protocols such as BGP, OSPF, EIGRP, HSRP, VRRP
Excellent verbal and written communication skills with a professional phone manner
Flexible approach to work with the ability to work effectively under pressure
Ability to work in a team with little supervision using own initiative
Strong customer service focus
Responsible and willing to take ownership
Eager to learn and develop technical skills
Positive and professional attitude
Desirable knowledge and experience:
In depth knowledge of configuring and troubleshooting network security devices/protocols
Ability to troubleshoot and isolate faults to identify root cause and bring to resolution
Advanced knowledge of layer 2 and 3 protocols
Strong knowledge of OSPF and BGP in an ISP environment
Proficient in packet capture and interpretation
Familiarity with Cloud products such as Azure / Amazon AWS
Experience working within a Managed Service Provider Environment
Exposure to network automation/programming such as Ansible/Python