The role is responsible for the support of network services across numerous locations in the North West area, including maintenance and configuration of network equipment for the customer.
You will form part of a team of on-site engineers, who provide technical support and act as escalation points for one of our customers in the North West. As the first level of technical escalation, you will interface directly with our customer’s technical teams to provide troubleshooting of more complex incidents. You will work closely with both the on-site Roc and customer teams, while also supporting the operations centre which is 24/7.
The role is to support the entire IT Network that is under support by Roc. This will include but is not limited to, system administration, maintenance of platforms, break-fix of IT network equipment, remote and physical fault diagnoses, small changes and supporting others. In-house training will be provided and vendor training where appropriate to support the role. You will be working with the following vendor equipment; Aruba, Arista, Cisco & Infoblox (software and hardware), this ranges from Switches, APs, authentication systems, DHCP, DNS services and core networking.
On-site attendance and troubleshooting of any of the above vendor systems or platforms, that the operations centre are unable to resolve remotely
Contributing to all of the above new documents to assist in sharing and formalising processes
Supporting and enhancing the knowledge base for end-users and support teams
Maintaining network availability for customers by performing routine maintenance, failover testing, and participating in the implementation of best practices, etc
Maintaining Roc and customer ITSM systems with high quality work notes detailing progress, actions, and plans
Contact third parties/vendors/suppliers to log and progress support calls, request, and progress technical advice from our customers
Escalating calls to senior engineers or management, as appropriate
To take ownership of Customer requests and be proactive when dealing with Customer issues
To ensure all requests meet or exceed the contractual Service Level Agreements
Carry out housekeeping tasks
Actively seek to improve and grow own skill and knowledge in appropriate areas
Strong IT knowledge essential (e.g. Outlook, Excel, Word)
Communication and presentation skills, including customer/external stakeholder communication
Demonstrate ownership of issues and service excellence
Takes direction from senior engineers to assist in on-site troubleshooting of incidents
Working knowledge of Aruba WLAN products and Aruba LAN products
Confidence to make changes to a live customer environment
Ability to work within a cross-functional team
Able to communicate technical solutions to non-technical stakeholders when necessary
Quick learner with the ability to absorb information and put recently learned technical skills into action
Clear professionalism displayed as the role is on a customer facing site
Flexibility as role is customer site based 5 days a week, and requires an on-call rota
Pro-actively seek learning opportunities for themselves within the networking practice
Ability to take control of incidents alongside external stakeholders and communicate across a variety of teams to resolve incidents
Evidence of working in a team
Customer facing experience as part of an IT support role
Able to work in a fast-paced environment
ACA
ACSA
Infoblox certifications
The flexibility to work on a customer site 5 days a week and join the on-call rota to provide 24x7 cover in the event of a high priority incident