37.5 Hours per week with On-Call
As a NOC 2nd Line Network Engineer you will form part of a team of 3 engineers, who provide the first and second level of technical escalation within the Northern and Southern Technology Centres.
As the first and second level of technical escalation, you will interface directly with our customers technical teams to provide remote troubleshooting of more complex incidents, as well as involvement in problem tickets and request fulfilment and change requests.
Maintain network availability for customers by performing routine maintenance, failover testing, and participating in the implementation of best practices etc
Regularly updating customers on progress of incidents, problems and changes by telephone and email in a professional manner
Maintaining Roc and customer ITSM systems with high quality work notes detailing progress, actions, and plans
Manage phone calls from customers, ensuring they are made aware of what action has been or will be taken to resolve their issues
Guide and instruct technical staff, professionally challenging behaviour where necessary
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
Liaison with internal departments, vendors and suppliers where required
Identifying and recommending improvements for the 1st Line Support operation
To take ownership of Customers requests and be proactive when dealing with Customers issues
Be involved in customer updates and upgrades when they are required, while adhering to Roc’s Change Management process
To ensure all requests meet or exceed the contractual Service Level Agreements
Always maintain high customer-care levels
Carry out housekeeping tasks
Actively seek to improve and grow own skill and knowledge in appropriate areas
Ad-hoc duties as required
General Switching Skills – Aruba, Juniper or Cisco is ideal
Routing and Wireless Skills
ESX Hosting
ClearPass Virtual Appliances
Aruba Central Cloud service
Aruba Wireless
Juniper MIST
Certificate Services
DNS and DHCP
Firewall Skills - Fortinet, Cisco, Palo Alto – Checkpoint
VLAN configuration and Routing
ITIL Foundation Certificate
5+ years of practical experience managing and supporting network infrastructure
Experience with Network Authentication Products e.g. ISE
CCNP – Level knowledge
Fortinet and Palo Alto Knowledge
Juniper/JUNOS knowledge
Excellent technical and customer service skills
Self-starter, with the ability to work alone/unsupervised
Commercially aware, good literacy and numeracy
Excellent analytical and problem-solving skills
Ability to work independently, flexibly and with initiative
Adhere to ITIL-based processes for the ongoing management of the customer environment
Experience of Service desk environment
Highly motivated, flexible, and committed attitude toward service delivery
Drive, energy and initiative
Professional approach
Flexible, resilient and tenacious
Previously used ITSM Tooling-ServiceNow
2-5 years of practical experience (Intermediate) managing/supporting Network Infrastructure
Experience in working within an Enterprise or managed service support function (Service Desk /NOC etc)
Demonstrable ability to deal with high impact, high profile, incidents, and deal with senior level technical engineers
Proven experience in working with monitoring and event management tools
Proven network and/or server troubleshooting experience
Ability to quickly assess outages and identify the likely route cause
Working in a secure environment
Experience working with a Managed Service Provider (MPS)
Experience working in a secure environment
ITIL Foundation Certificate
Aruba Experience: ASCA qualified
Cisco Experience: CCNA qualified
Working towards professional level qualifications with Cisco (CCNP) or Aruba (ACSP)
Experience with Network Authentication products –ISE or ClearPass
AOS10
User Experience Insight (UXI)