Job Description
Overall purpose of the job:
1. To manage and own support tickets in relation to existing customer services
2. To design and implement changes as per client’s requirements.
3. To work closely with the 2nd Line Service Desk team and the Solution Delivery team to assist in supporting customers and configuration tasks.
Key responsibilities for this job:
4. Regular communication verbally and written with existing customers
5. Provide 3rd Line support for incoming customer support queries and escalations from the 2nd Line Service Desk
6. To take ownership and effectively manage support tickets for incidents, change and service requests
7. To plan and complete projects as assigned to you by the Head of 3rd Line Network Support.
8. Documentation of customer solutions – CMDB, Visio documentation, technical summary write up
9. DR/Failover Testing
10. To provide support and mentoring to 2nd Line engineers
11. Provide resources to the solution delivery team in supporting the configuration and implementation of new customer projects
12. On-call rota out of hours for high priority incidents
13. Any other fair and reasonable task or duty assigned to you by your Manager, or any other senior Exponential-e Ltd staff member
Technical Environment:
14. Switching; Cisco, Meraki, Aruba, HP, Dell, Juniper
15. Wireless; Cisco, Meraki, Aruba
16. Security; Palo Alto, Prisma, Fortinet, Cisco ASA
17. SD-WAN; Citrix, Viptela, Meraki, Fortinet, Nuage
18. Cisco NAC ISE, SD-A/DNAC, DOT1x
19. Cisco Nexus 7xxx, 5xxx, 2xxx series
Knowledge and experience required:
20. Demonstrable knowledge at CCNP (ENT/DC/SP/SEC) or JNCIP-ENT level
21. In depth knowledge of configuring and troubleshooting network security devices/protocols
22. Ability to troubleshoot and isolate faults to identify root cause and bring to resolution
23. Advanced knowledge of layer 2 and 3 protocols
24. Experience using at least one of the following firewalls: Palo Alto, Fortigate Cisco ASA. This should include experience of configuring and troubleshooting access lists, NAT, IPSec and SSL VPNs.
25. Strong knowledge of OSPF and BGP in an ISP environment
26. Proficient in packet capture and interpretation
27. Familiarity with Cloud products such as Azure / Amazon AWS
28. Experience working within a Managed Service Provider Environment.
29. Minimum Basic experience with network automation/programing such as Ansible/Python