Overview
Proactively managing alerts, events, Incidents and Requests for Cisilion’s Managed Services Clients.
Performing initial technical triage through to either resolution or escalation across various tech stacks including Networking (Cisco/Fortinet/Meraki), Collaboration (Cisco Webex/UCCX) and Cloud (M365/Azure).
Collaborating with senior engineering where required to support technical troubleshooting.
Working closely with 3rd parties to manage shared Incidents impacting Managed Services Clients, as well as handling RMAs and changes.
Performing standard changes e.g. Patching to ensure Client infrastructure is optimized.
Proactively communicating with Managed Services Clients to ensure they are updated and feel confident with the Cisilion service.
Experience, Skills & Knowledge
* 1 years plus experience of working in a technical operational support environment – either remote or field based.
* Experience of working for another Managed Service Provider (MSP) or any other customer facing technical position.
* Foundational technical experience of one or a combination of Microsoft 365, Azure and Cisco Networks (LAN/WAN/Wireless/Security).
* A combination of Networking and/or Cloud based certifications such as Network+/CCT/AZ900/MS900 is highly desirable – ideally working towards CCNA.
* Operational Service Management knowledge desired – Incident, Problem, Change and Event Management.
* Experience in automation and programming highly desirable (Python/PowerAutomate/Java/n8n)
* Experience of Service Now / Cherwell or similar ITSM tooling.
Equality, Diversity & Inclusion
Cisilion recognise the influence and ability we have as an organisation to help tackle inequality. Equity, diversity, and inclusion is at the heart of the Company ESG strategy. Our ESG Committee is a voluntary group aimed at identifying ways to create more inclusive working and recruitment practices.
We are a proud LGBTQIA+ Supporting Employer and a Disability Confident Level 2 Employer. In addition, we are a Living Wage Employer which enables us to focus on ways to reduce economic inequality. Our initiatives to address the gender pay gap and skills gap include the #WomenInTech campaign led by our female leadership team and consistent collaboration with likeminded groups within the channel. We also value age diversity and continuously review our policies to ensure inclusivity.
Being members of these groups gives us access to resources to continue with our mission to be an Inclusive Employer.
Please visit our full ED&I Policy for further information.
#LivingWageEmployer #PrideatWork #DisabilityConfidentEmployer #ED&I #InclusiveTeamCisilion
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