Capita Resourcing
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3rd Line Technical Support Engineer – 34331 - Permanent - Reigate

Posted on August 24, 2015

Contract Type:
City:
Company: Capita Resourcing
Salary: £35,000.00 - £40,000.00 /Year

Job Description:

Job Specification – 3rd Line Technical Escalations Engineer

Reporting to: Technical Support Manager

Location: Reigate

Job description:

The engineer will need to 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.

Responsibilities:

  • Provide 3rd line network and network security support to all customers for both faults and service requests
  • Ensure 95% of faults are carried out within the 3rd line team
  • Deliver Customer Service Excellence
  • Adhere to strict Service Level Agreements for fault resolutions and service requests completions.
  • Identify, liaise and manage any escalated faults with 3rd party suppliers for major incidents or network improvements eg Cisco TAC
  • Ensure that the customer is kept informed of the progress of incidents/service requests and the internal systems are kept updated regularly
  • Manage tickets to meet Key Performance Indicators.

Required skills/experience:

  • CCNP qualification
  • CCNA Security qualification
  • 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 experience for both troubleshooting and changes- Cisco ASA, Palo Alto, Cisco FWSM, Juniper
  • Experience with SNMP monitoring products
  • Access technologies including SHDSL, ADSL, Wi-Fi etc.
  • Experience working in an ITIL environment and adhering to strict SLA’s
  • Able to learn and adapt quickly
  • Able to be self-managed, whilst still working as part of a team
  • Ability to work under pressure

Desirable experience:

  • Experience supporting email (MS Exchange Server, MS Outlook, MS Office 365)
  • Experience working in a service provider support environment

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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.

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