Job Title: Line 2 Technical Support Engineer
Location: Warrington (shift work)
Salary: £28k - £30k
Main Purpose of Role
You will be working as part of a team to deliver customer and technical service support with a focus on delivering great customer service. Working in a busy Service Desk environment you will be an escalation point for support cases raised by our partners, which have not been resolved at first line. Interacting with our partners and suppliers via the ticketing system, e-mail and phone calls.
You will be required to ensure cases are resolved within agreed SLA's, performing second line diagnosis and methodical troubleshooting to attempt full resolution on desktop server and network related issues.
Proactively use root cause analysis to identify the cause of problems affecting customer/network and proposed solutions, working closely with the Network Management Team.
Main Duties and Responsibilities
- To provide technical resolution to Network support cases/incidents.
- Adhering to SLA's in relation to case resolution and communication.
- Raise cases with suppliers where network issues are identified.
- Managing and owning multiple case tickets on a daily basis.
- Provide reason for outage reports and post-incident analysis.
- Fulfilling technical requests raised by our partners.
- Creation and Maintenance of training guides working with the network teams to work through processes/guides for improvement.
- Creation of knowledge base articles.
- Carry out planned upgrade and change activities.
- To manage communication with the customer regarding incident escalations and resolution.
General
- Follow IT policies and procedures.
- Liaise regularly with the network management in relation to to any outstanding incidents, problems, issues, or suggestions.
- Liaise with first line and third line support personnel, as required.
- Liaise with third-party maintenance suppliers to log Incidents and thereafter maintain ownership to ensure the Incident is closed successfully.
- Good analytical skills and an ability to define the precise nature of customer problems.
- Other duties as assigned by the Network Operations manager.
Other Duties and Responsibilities
- Act in accordance with our values and behaviours.
- Take active responsibility for your own career development and performance.
- Ensure your conduct is within our policies, including but not limited to the Company Handbook and Polices.
In addition to the responsibilities listed above, the job holder may be required to perform other duties as assigned from time to time by their manager or a senior leader.
Experience & Knowledge
Essential:
- Understanding of the OSI model.
- Understanding of BGP, VRRP/HSRP, IPV4/IPV6, TCP/UDP, VLAN, MPLS.
- Experience working on Cisco and or Huawei equipment CLI.
- Experience in a customer facing network support role/environment.
- Experience troubleshooting network issues remotely.
- Understanding of the ITIL framework.
- Understanding of Microsoft products and operating system.
- Experience in capturing data and inputting into a CRM system.
- Experience of routing, switching and IP addressing
Desirable:
- Experience in working with Dark Fibre in metro/urban deployments.
- HP, Ubiquiti and Mikrotik experience and qualifications.
- Experience with Microwave and Wireless Transmission Technologies.
- Knowledge of GPON- logical and physical.
- Python or similar scripting.
- CCNA certification.
Skills/Abilities & Relevant Competencies
Essential:
- Strong Communication skills- working with customers with technical issues.
- Strong Customer Service skills_._
- Technical background supporting network issues.
- Ability to manage a high workload.
- Ability to work within a closely knit team, supporting colleagues.
Benefits
- Pension.
- Additional Benefits.
- Birthday Day Off.
- Opportunity to develop and grow within a network environment.
- Hybrid working.