Internal network engineer shift/rota

anonymous company - Newbury
new offer (12/12/2019)

job description

Position Title:
internal network engineer location:
newbury, berkshire working hours:
24x7x265 shift rota other:
must either have or be able to qualify for uk government security clearance (sc level) and nppv3 who are we? the roc group is one of the uk's fastest growing and capable transformation services providers and we empower organisations in public and private sector organisations to accelerate business and technology change. our energised team of programme, process, technology platform and managed services experts combined with roc developed industry leading best-practice and proven methodologies enable our customers to realise their transformation vision in less time and with less risk;
while realising significant and sustainable business outcomes. position overview the position of internal network engineer will form part of a team of 8 shift-based engineers, who provide the front-line customer interface within the southern technology centre. due to recent significant growth, we are both expanding the team size and providing opportunities to the existing members to progress their careers through internal promotion. this position will backfill these openings. as the front-line interface with our customers, the role is responsible for responding to our monitoring systems, triage and diagnosis, incident resolution as well as escalation to more senior resources within roc, whilst retaining oversight of service level adherence. responsibilities event management – monitoring and managing alarms from solarwinds and kasaya. opening incidents in the ticketing system and notifying customers of an event within defined slas manage phone calls from customers, ensuring they are made aware of what action has been or will be taken to resolve their issues. handle incoming emails from customers ensuring they are acted upon in a timely manner perform incident management to ensure that the appropriate action is being taken to meet slas. update customers by telephone or e-mail on the progress of a support call or to ask for additional information. contact third party suppliers to log support calls, get updates on open support calls or request technical advice. liaise with logistics to ensure spares are delivered to a customer site where required manage the “planned maintenance” process taking carrier notifications of downtime and notifying the customer of any impact to service work closely with resource management to organise engineer to site where required carry out simple remote diagnostic tests and checks when incidents are logged by customers. escalating calls to senior engineers or management as appropriate liaison with internal departments, vendors and suppliers where required identifying and recommending improvements for the 1st line support operation to take ownership of customers’ requests and be proactive when dealing with customers’ issues. to ensure all requests meet or exceed the contractual service level agreements. maintain high customer-care levels at all times. carry out housekeeping tasks. actively seek to improve and grow own skill and knowledge in appropriate areas. ad-hoc duties as required. skills/experience experience in working within an enterprise or managed service support function (service desk / noc etc) itil foundation certificate proven experience in working with monitoring and event management tools proven network and/or server troubleshooting experience ability to quickly assess outages and identify the likely route cause aruba experience:
asca or equivalent experience or cisco experience:
icnd1/2, ccna or equivalent experience working towards associate level certification for microsoft, vmware or citrix working in a secure environment windows server, vmware, citrix, microsoft azure, office 365 experience desirable strong pc skills

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Internal network engineer shift/rota

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