Capita
careerbuilder

3rd Line Technical Support Engineer - Permanent - Reigate

Posted on November 28, 2014

Contract Type:
City:
Company: Capita
Salary: £40,000.00 /Year

Job Description:

Updata, now part of the Capita Group is one of the market leaders in providing the public and private sectors with a complete network solution, by creating, implementing and managing secure, cost effective and high capacity broadband networks.

The Technical Escalations Engineer will be working in a growing team of 3rd line engineers within the technical Operations Centre. The role involves resolving highly complex network / system faults as well as implementing customer requests on Firewalls, DNS, Proxy, Hosted Email and Complex Network Environments.
The successful candidate will be a team player, hardworking, methodical and able to accurately and consistently document their completed works. They must be able to multi task and have a positive “can do” attitude with an effective eye for detail.

* Provide 3rd line support to all customers for both faults and service requests
* Ensure 95% of escalated faults are resolved within the Technical Escalations Team
* Deliver Customer Service Excellence
* Adhere to strict Service Level Agreements for fault resolutions and service requests completions.
* Ensure that the customer is kept informed of the progress of incidents/service requests and the internal systems are kept updated regularly
* Ensure our Configuration Management Database is kept updated (CMDB)
* Manage tickets to meet Key Performance Indicators.
* Provide training, guidance and support to NOC Team Leaders and 1st & 2nd line NOC Engineers
* Assist with testing and evaluation of new technologies, systems, hardware and services to ensure operational readiness.
* Provide technical documentation and work instructions for existing or new services where required
* Complete Low Volume order requests in a timely manner, including updating IP Sche-ma’s, discussing technical requirements with customers and creating configuration to meet the customers’ requirements according to services/products purchased.
* To assist the Technical Design Authority on major projects
* Ensure an in-depth understanding is gained of all networks / customers to be able to resolve or complete any fault or service request submitted
* Identify, liaise and manage faults with 3rd party suppliers eg Cisco TAC

The successful candidate should have a minimum of Cisco CCNA qualification (or equivalent experience) and will have in depth experience of the most of the following;

  • Excellent communication skills supporting both customers and peers of varying levels of technical ability
  • Extensive experience of Routing Protocols incl. BGP, OSPF
  • Extensive experience with TCP/IP protocols
  • Experience supporting hosting service (DNS, Proxy Filtering, Firewall Changes, Mail Relays)
  • In depth knowledge of Ethernet/L2 switching
  • Experience of WAN/LAN infrastructure support
  • Firewall support – F5, Cisco FWSM, Cisco ASA, Juniper, Palo Alto, Checkpoint
  • Experience with SNMP monitoring products
  • Access technologies including SHDSL, ADSL, Wi-Fi etc.
  • SIP and VOIP experience
  • Unified communication support (MS Lync)
  • Experience supporting/working with VLE (eg Moodle)
  • Experience working in an ITIL environment and adhering to strict SLA’s
  • Experience supporting email (MS Exchange Server, MS Outlook, MS Office 365)

Follow Capita on twitter @capitacareers
Follow Capita on facebook @careersatcapita

Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.


More Jobs in this Category

careerbuilder

Mid-Level C# ASP.NET Web Developer

City:
Contract Type:
Company: Webrecruit

Mid-Level C# ASP.NET Web Developer  Plymouth, Devon  £Competitive Plus Bonus Schemes, EMI Share Options  Are you a talented developer with first-rate C# ASP.NET & JavaScript skills? Do you long for a job where you can quench both your thirst for knowledge & your unending hunger for tea ...

Read more
careerbuilder

Microsoft Dynamics CRM Business Analyst + Bonus + Car +GBP45,000

Contract Type:
Company: Nigel Frank

This is your chance as a Microsoft Dynamics CRM BA to storm the market as part of a TOP Microsoft Gold Partner Dynamics CRM team. The position requires a solid knowledge of the Dynamics CRM product, it's latest versions and how to customise the product for specific needs. As an ...

Read more
careerbuilder

QA Engineer / Quality Assurance Engineer / Software Tester

City:
Contract Type:
Company: BlueTownOnline.co.uk

Job Title:  Quality Assurance EngineerSalary: CompetitiveLocation: Newport (Cwmbran)Our Client is looking for an enthusiastic Quality Assurance (QA) Engineer to join their global team in Newport and work within agile development teams to drive quality from the start.Quality assurance is an ...

Read more
theitjobboard.co.uk

Test Manager- Newcastle

Contract Type:
Company: Fixed Recruitment Ltd

Test Manager- Newcastle Salary: Up to #50,000 per annum, depending on experience At Greggs, we have big plans for the future and big opportunities available today. Of course, we all know that these are difficult times, but we've continued to grow. How? We put it down to our famous offering, ...

Read more
theitjobboard.co.uk

Desktop Support Engineer

Contract Type:
Company: Capita Internal Resourcing (Capita RPO)

Desktop Support Engineer Job Capita. FTSE 100 and Leading Business Process Outsourcer, is seeking a Desktop Support Engineer to join their team to provide a customer focused service desk, server, desktop support service and telephony service which resolves technical issues and delivers technical ...

Read more