Overview
Telent Technology Services Limited is a leading technology company and specialist in the design, build, operation, and maintenance of the UK's critical digital infrastructure, drawing on decades of experience in mission critical communications and technology. With a strong focus on key customer areas including transport, emergency services, network providers and the public sector, our expertise, accreditations, and knowledge make us a trusted partner for organisations at the forefront of the digital revolution. This role is required to provide complex support to the Corporate Network project for Cisco ISE, ASA and Umbrella, as well as Network Design and architect responsibilities.
Responsibilities
* Act as a single point of contact (Customer Technical Advocate) for the customer and internal stakeholders for Corporate LAN Network, with skills within Cisco ISE, ASA and Umbrella.
* Work as part of a dedicated engineering team providing technical Solutions, Design Architecture and support across modern networks.
* Respond to problems escalated via the NRTS/Highways Technology Service desk/NOC and progress the issue until closure to the customer's satisfaction, liaising with the NRTS NOC, field O&M/customers during the life of the open problem, endeavouring to meet customer contractual SLA's/KPIs.
* Update and document Service Requests on a Remedy system.
* Participate in a 24-hour call-out rota for outside normal working hours support.
* Maintain up-to-date product and technology knowledge.
* Escalate product defects to the appropriate Business Division or third parties.
* Attend customer meetings; build relationships, manage difficult situations, and negotiate conflict resolution.
* Advocate for the customer during system outages/impairments and priority setting towards Telent for open issues.
* Maintain customer satisfaction by delivering services that are fully compliant with the KPI.
* Deliver support; synchronize and communicate between Technical Support team, NOC, and customer; ensure proper customer follow-up and escalation.
* Facilitate identification of control mechanisms and critical action/recovery paths for system components.
* Assist in providing Proactive Maintenance by monitoring and anticipating network performance to avoid issues/outages in the customer network.
* Assist in providing network performance analysis to assess the impact of a problem and resolve customer service-related issues.
* Manage preparation and execution of service migration MOPs, network upgrades and retrofits, and ensure related communication to the engineering team.
* Provide timely notification of anomalies with respect to products and their operational configurations to avoid issues in NRTS and National Highways Corporate Network; analyse if a technical document is applicable to the NOC, field O&M and propose an Action Plan.
Key Objectives
* Deliver to agreed service standards - including monitoring and tracking of SLA's/KPIs.
* Support Corp Network project for Cisco ISE, ASA and Umbrella.
* Provide Network Design and architect responsibilities.
* Provide the required Management Information & regular management updates.
* Qualitative input into the appropriate databases to track and manage standard and bespoke processes.
* Designing and implementing new SD-WAN solutions.
* Monitoring network performance.
* Producing network support documentation.
* Create workarounds, solutions, and mitigations for identified issues.
* Identify issues requiring more detailed analysis and escalate to product manufacture when needed.
* Implement approved configuration changes.
* Obtain appropriate documentation in connection with the customer's request, as per defined processes.
* Monitor or escalate issues in a timely manner, ensuring recording of all relevant details for dissemination into the business.
* Attend Customer, supplier and Team meetings as required.
* Undertake special projects or task/process ownership at managers' request to facilitate self-development.
* Analyse event information for trends indicating performance degradation, early failure indicators, and raise these to Problem Management.
* Support the Problem Resolution Manager with trend analysis related to proactive Problem Management.
* Attend Tier1 & 2 National Highways Corporate sites as required.
* Take part in the on-call rota to provide out of hours remote support for National Highways NRTS and Corporate LAN Network.
Required Knowledge and Skills
* Demonstrable technical understanding in several disciplines: Cisco ISE, ASA, Meraki and Umbrella.
* Skills in Cisco switches and routers and Meraki devices.
* Proficiency in maintenance and firmware upgrades.
* Knowledge of Infrastructure Security, network management tools, MPLS, SD-WAN, VPN, and routing protocols.
* Knowledge and experience with the data, network, and transport layers of communication or networking systems, IPv4/IPv6, TCP, and other emerging protocols.
Values
* Be Inclusive
* Take Responsibility
* Collaborate
* Be Customer-focused
What we offer
A career at Telent can span sectors, roles, technologies, and customers giving you the opportunity to develop, learn new skills and make an impact. We are growing and we rely on our committed Team to deliver. We nurture the talent that makes this happen, by our on-going commitment to creating an inclusive culture that respects and values difference, that celebrates diverse ideas. We want everyone be themselves and to thrive at work.
Benefits
* 26 days annual leave, plus public holidays, plus the option to buy up to 10 days or sell six days each year.
* Company pension scheme
* A range of family friendly policies
* Occupational health support and wellbeing Portal
* Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme.
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