Location
Peterborough, PE2
Pay
£230 per day
Days
Monday to Friday working 7.5 hours a day
Contract
3 months (potentially an ongoing contract)
Job Overview
To support with calls from Business Customers and assisting with their network query. You will be providing 1st and 2nd line support to resolve issue without compromising on customer service.
Key Responsibilities
- To deal with inbound and outbound calls quickly, courteously and efficiently
- Takes ownership of any incident or network issues - leading and driving restoration by engaging the right teams and leaders from across the organization at the right time.
- To play an active part in the Incident Management process, owning service issues until resolution
- To complete detailed technical/incident diagnostics utilising appropriate technical diagnostic toolsets available.
- Proactively monitor and manage warnings/alerts/alarms generated by the OSS Toolset and re-acting accordingly
- Provide remote technical support to engineers completing site visits.
- Responsible for clear, accurate and punctual communications to internal stakeholders and customer facing teams.
- Responsible for effective internal and third-party partners / vendor escalation and manage technical interaction in support of the solution.
- Responsible for chairing and driving Management and/or Technical conference calls with all required stakeholders.
- Ensure all SLA and OLAs are achieved and escalation processes adhered to.
- Ability to work efficiently in a high demand, virtual team, and fast-paced environment prioritising tasks
Desirable Experience and personal attributes
- Knowledge of general internetworking, TCP/IP principles & DNS
- Knowledge of Infinera / Ciena Transmode systems, Alcatel, Cisco and Netgear router/switch, IPVPN, Ethernet and SD-WAN technology is a desirable
- Knowledge of traditional and IP Voice is desirable
- Network Monitoring tools such as HP OpenView, Solarwinds, Nagios and Network Performance Manager desirable
- Network fault diagnostics and troubleshooting skills are essential.
- Exposure to incident management systems such as Remedy is an advantage.
- Ability to engage with our 3rd parties and key interfaces
- Strong KPIs monitoring capabilities and skill sets
Qualifications needed
- CCNA - Cisco
- ITIL
- Experience troubleshooting STP, ACLs, VLANs, Multicast, VRRP, BGP, OSPF, RIP, MPLS
- Networks: TCP/IP, Ethernet LAN, ISDN WAN, PPP, routers, Cisco Access Path, Virtual Access router configuration, Access Lists, LAN and Wireless technologies
- Protocol knowledge, SMTP, POP3, IMAP4, MIME, HTTP, HTTPS, WCCP, ICP, DNS, FTP and SSH
Next stage
Face to face interview
Start Date
ASAP
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