Capita Resourcing

3rd Line Technical Support Engineer - Permanent - Reigate

Posted on January 27, 2016

Contract Type:
Company: Capita Resourcing

Job Description:

We are now looking for an experienced 3rd Line Technical Support Engineer to join our team in Reigate

About the role

The Technical Escalations Engineer will be working in a growing team of 3rd line engineers within the technical Network 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 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.

About Capita | Updata

Capita Updata is part of Capita plc, the UK’s leading provider of business process management and integrated professional support service solutions, with 68,000 staff across the UK, Europe, South Africa and India.

We provide a range of networking and connectivity services to public and private sector clients and have a reputation for excellent service combined with an innovative approach to achieving best value for its clients. We have a strong reputation across the public sector as a provider of IT networks that help schools, councils and health bodies deliver improved services.

What you will do:

  • 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.

Your experience will include

  • CCNP qualification (or equivalent skill level)
  • CCNA Security qualification (or equivalent skill level)
  • Excellent communication skills supporting both customers and peers of varying levels of technical ability
  • Firewall experience for both troubleshooting and changes (Cisco ASA, Palo Alto, Cisco FWSM, Juniper)
  • 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, web hosting)
  • In depth knowledge of Ethernet/L2 switching
  • Experience of WAN/LAN infrastructure support
  • 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
  • SC Clearance (or ability to achieve)

What’s in it for you?

At Capita, training and development aren’t optional extras: they’re how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a generous basic salary we also give you 23 day’s holiday, company pension scheme and access to voluntary benefit options including; child care vouchers, share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment.

What we hope you will do next

Help us find out more about you by completing our short application process – click apply now.

Capita operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.

Listen | Create | Deliver

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


Junior Business Intelligence Operations Engineer

Contract Type:
Company: Milestone Integration Services Ltd

Team Overview The Business Intelligence Operations (BI Ops) Team is responsible for supporting hundreds of data pipelines. Our primary responsibility is to maintain our service level agreements (SLAs) for data landing. In this role, we work closely with BI Data Engineer to support their pipelines ...

Read more

IT Infrastructure Engineer - UNIX (Unix Engineer)

Contract Type:
Company: QVC

Job Title: IT Infrastructure Engineer - UNIX (Unix Engineer) Location: Knowsley, North West, United Kingdom Salary: Competitive + Benefits QVC is the world's largest video and eCommerce retailer, reaching over 300 million customers globally on-air, on-line, and through mobile. Don't miss ...

Read more

IT System Engineer - CRM (CRM, Engineer)

Contract Type:
Company: QVC

Job Title: IT System Engineer - CRM (CRM, Engineer) Location: Knowsley, North West, United Kingdom Salary: Competitive + Benefits QVC is the world's largest video and eCommerce retailer, reaching over 300 million customers globally on-air, on-line, and through mobile. This fast-paced, dynamic, ...

Read more

Business Systems Support Developer (Junior)

Contract Type:
Company: QA Limited

QA Ltd is the leading learning services provider in the UK. Following five years of dynamic growth and innovation our company transforms the performance of leading UK organisations in both the private and public sector through a range of learning programmes designed to provide measurable impact. ...

Read more

Front End Developer - HTML, CSS, Javascript, Jquery

Contract Type:
Company: Boohoo

Due to our continuing growth, we are now looking for an experienced Front End Developer to join our passionate, agile and creative team in Manchester. At our growth is unmatched, our speed unrivalled, and our future is bright. Since our creation in 2006 we have won awards, achieved ...

Read more