Senior Support Engineer
Cirencester, Gloucestershire | Full-time | Starting ASAP
We are recruiting a Senior Support Engineer to act as a senior resource within the Kubus NOC, while providing technical support to both break-fix and managed services customers.
What You’ll Be Doing:
TECHNICAL SUPPORT
1. Respond to customer support tickets in a timely manner.
2. Manage escalation of support tickets to vendor.
3. Troubleshoot customer reported issues.
4. Provide advice and guidance to customers on reported faults.
5. Replicate faults in Kubus lab and provide solutions to customers.
6. Test provided solutions from vendors.
7. Provide break-fix support for complex networking issues.
8. Provide recommended software and upgrade paths to customers.
MANAGED SERVICES
9. Onboard new customers into the vendor portal.
10. Audit new customer environments and provide remediation recommendations.
11. Provide standard BAU adds/moves/changes to managed services customer.
12. Collate information for QBR reviews.
13. Complete daily checks within supported customer environments.
14. Monitor support portals and react to issues.
15. Manage interaction with third-party suppliers.
16. Provision new monitoring probes and manage installation into customer environments
17. Manage quarterly software updates of supported devices and agree timings with customer.
PERSONAL STRATEGY
18. Increase knowledge and certification in Juniper and other vendor technologies
19. Mentor and provide support for junior team members.
20. Provide day-to-day escalation for complex technical issues from other team members.
21. Identify issues with processes and propose solutions based on best practises.
22. Provide industry knowledge to the Kubus' support processes and define improvements.
23. Feedback issues to Kubus' management team.
What We’re Looking For:
24. Certification to Juniper JNCIA or JNCIS level or equivalent vendor.
25. Experience in troubleshooting and fault resolution within a Juniper environment.
26. Hands on experience of Juniper devices to include basic configuration and upgrade.
27. years’ experience in working in a NOC environment.
28. Exhibit good problem-solving skills.
29. Exposure to managed services from an operational perspective.
This is an excellent opportunity to join the Solutions team at Kubus during an exciting period of growth!
Based at: Wellington House, Cotswold Business Park, Kemble, Gloucestershire, GL BQ | + () |