Senior Support Engineer Cirencester, Gloucestershire | Full-time | Starting ASAP With over 20 years of making the complex simple, Kubus enhances customers experiences by simplifying complex IT solutions, delivered through our managed expertise, leading vendor partnerships and global logistics capability. Our people are at the centre of our community, building strong relationships and supporting one another, creating an environment where everyone can thrive. At Kubus, we recognise a collaborative working environment encourages greater outcomes and a positive experience for our customers, partners and wider community. Our Values: P assion - putting customers, partners and vendors first, delivering solutions at pace, and being passionate about driving change. A gile - Embracing flexibility, remaining open to change, and adapting quickly to meet customer and market needs. C ommunity - Building strong relationships, supporting one another, and creating an environment where everyone can thrive. E xpert - Commitment to curiosity and excellence, constantly pushing boundaries, sharing knowledge and delivering value. The Role: 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 Respond to customer support tickets in a timely manner. Manage escalation of support tickets to vendor. Troubleshoot customer reported issues. Provide advice and guidance to customers on reported faults. Replicate faults in Kubus lab and provide solutions to customers. Test provided solutions from vendors. Provide break-fix support for complex networking issues. Work with other team members and act as an escalation point for issues. Mentor and provide support for junior team members. Provide recommended software and upgrade paths to customers. MANAGED SERVICES Onboard new customers into the vendor portal. Audit new customer environments and provide remediation recommendations. Provide standard BAU adds/moves/changes to managed services customer. Collate information for QBR reviews. Complete daily checks within supported customer environments. Monitor support portals and react to issues. Manage interaction with third-party suppliers. Provision new monitoring probes and manage installation into customer environments Manage quarterly software updates of supported devices and agree timings with customer. PERSONAL STRATEGY Increase knowledge and certification in Juniper and other vendor technologies Mentor and provide support for junior team members. Provide day-to-day escalation for complex technical issues from other team members. Identify issues with processes and propose solutions based on best practises. Provide industry knowledge to the Kubus support processes and define improvements. Feedback issues to Kubus management team. What We’re Looking For: Certification to Juniper JNCIA or JNCIS level or equivalent vendor. Experience in troubleshooting and fault resolution within a Juniper environment. Hands on experience of Juniper devices to include basic configuration and upgrade. Ample experience in working in a NOC environment. Exhibit good problem-solving skills. Exposure to managed services from an operational perspective. What you’ll get: Competitive salary & bonus/commission scheme Private healthcare & healthcare cash plan Pension contributions above minimum requirement (matched up to 7%) 25 days holiday bank holidays upon starting, increasing by a day each year to a maximum of 30 days Salary sacrifice electric vehicle scheme Enhanced parental leave Technology scheme Cycle to work scheme Reward & recognition portal – including discounts/cashback at hundreds of retailers 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, GL7 6BQ | 44 (0) 1285 771 600 | kubus.com.