Network Support Engineer (CCNA)

> Hatfield

> £30,000 to £45,000 + Up to 20% Bonus

> 10% Pension + 10x Life Assurance + Excellent Benefits

> On-site Working

** The business will support the application for security clearance. Due to the nature of work, the individual has to be a UK national or have lived and worked in the UK for the past 5 consecutive years. **

The Role in a Nutshell

A Network Support Engineer (CCNA or equivalent) with experience supporting Cisco LAN / WAN / IP Telephony (Unified Communication) and/or Wireless Network environments in either design or 2nd level support.

About the Business

Be a part of one of the largest and most monumental brands in the UK. Operating across 150+ countries, with several thousand redeployment opportunities at any one time, this is a business where you will never sit still, (unless you want too of course!)

About this Role

This role provides 2nd line diagnostic support and managed services to customers through the use of routing, switching, wireless technologies and IP Telephony (Unified Communication) products, 24x7x365 days a year. By using market-leading products and applying quality and intellectual property, the business provides customers with services to facilitate their objectives through the power of communication.

Skills & Experience Required

CCNA Certified

Good understanding of TCP/IP, Routing Protocols, QoS, and networking principles

Experience in supporting Cisco LAN / WAN / IP Telephony (Unified Communication) and /or Wireless Network environments in either design or 2nd level support

ITIL v3 Foundation level awareness/qualification

Knowledge of SD-WAN and Meraki products

Strong analytical problem-solving skills including network troubleshooting capability

Effective time management skills & ability to prioritise workload

Desirable knowledge of LAN / WAN vendors such as Draytek, Juniper

Desirable knowledge of Optical networks DWDM

You'll have the following responsibilities

To respond within designated service levels to inbound calls and incident tickets to deliver high levels of diagnostic support to customers.

Ability to bring about resolution of incidents, service requests, changes or problems from customers relating to enterprise product portfolios to the appropriate 2nd line standard.

To be the technical authority for escalated cases at 2nd line level and to ensure all parties are fully informed and advised of recommended technical actions to deliver rapid resolution.

Escalate incidents and requests where necessary in a timely fashion to senior technical experts.

Deal with customer requests in line with Service definitions and SLA's.

Interface with the manufacturer where problems are design related, providing all necessary diagnostic history and results and ensuring that the manufacturer delivers a quality solution in agreed time scales.

To test & install software maintenance upgrades provided by suppliers (e.g. patches, new platforms etc.) where appropriate within the support process.

Ability to lead by example and share knowledge with members of the team as appropriate.

Willingness to help support the 24-hour shift team with operational cover.

Benefits

Up to 20% Bonus

10% Pension

10x Life assurance cover

Free annual shares

25 days' annual leave, plus bank holidays, and additional days for length of service

You'll enjoy access to 100s of instant discounts for restaurants, shops, and the cinema. These include money off your weekly shop and discounts on gift/shopping vouchers.

World-class training and development

keywords: 32235, Cisco, CCNA, Meraki, SD-WAN, Draytek, Juniper, Network Support, LAN, WAN, TCP/IP