Job Description

About the Role

Due to expansion within the existing NOC team, the team is expanding to cover 24/7. The successful candidate will be monitoring, supporting and implementing changes for our Managed Service customers. The candidate will be based remotely and needs to be flexible to work any shift across a 24/7 period.

Work Set-up: 100% Work from home

Work Schedule: Shifting Schedule, subject to adjustments based on daylight saving time,

operational requirements, or changes in official time zone policies, with prior notice provided

in advance

What You'll Do (Duties and Responsibilities)

Working in our Network Operations Centre as a Network Support Engineer.
Diagnose and solve problems and incidents with limited supervision and within SLAs.
Monitor ticket queues, multitask, and prioritise work by shifting focus as and when required.
Troubleshoot system and network problems, ID root cause and escalate when appropriately.
Implement network changes and service improvements on customer's equipment as required.
Work closely with the NOC team to resolve complex problems.
Administer and maintain customer infrastructure via change control.
Perform RMAs, software upgrades and patch management, for several vendors.
Create technical documents, diagrams, and SOPs whilst maintaining the company's knowledge base.
Administer and maintain end user accounts, permissions, access rights and inventory.
Support our Services delivery function by generating appropriate reporting.
Working with other areas of the business to support the deployment of new products or tools.
Mentoring Junior members of staff

What You Bring (Skills, Qualifications or Experience)

Certification: MUST be CCNP or CCNA certified with an ACTIVE certification status.
Hands-on experience with Aruba, Cisco, Palo Alto, Meraki or Clearpass. Expertise in all five systems is not required; being strong in one (ideally Aruba) with an understanding of the others is acceptable.
Customer-centric with excellent communication skills, both written and verbal.
Must have experience in a 2nd line support role with a background in general support and operations.
Experience of working with and troubleshooting BGP.
Hands-on experience of upgrading Firmware of Switches, Routers, Firewalls and Wifi/Wireless access points.
Knowledge and experience of ticketing/incident management systems (e.g ServiceNow, Zendesk, or HaloITSM)
Understanding of ITIL best practices. (ITIL Foundations certification desirable).
Flexibility to work in any shift pattern covering nights, weekends (BH) including 24 x 7 is essential