As 2nd Line Support Engineer you provide engineering support to a prestigious Forfusion customer as part of the Network Operations Centre, performing tasks such as device configuration, troubleshooting, and moves, adds and changes to system components. You will be part of a team responsible for fulfilling all inbound requests for assistance with incidents, problems and events responding and resolving issues within agreed customer SLA’s. The NOC operates 24/7/365 and this role will be part of a shift pattern which includes night shifts and weekends. Your goal is to provide engineering support within the Service Desk team and contribute to the successful delivery of a world class Service Desk to our customers. The role requires Security Clearance (SC level minimum), applicants who do not already have SC clearance should still apply but must be willing to undergo the clearance process.
Complete work streams and daily tasks as directed by the Service Desk Manager.
Conduct designated tasks with minimal supervision in resolving problems or enquiries.
Display effective troubleshooting techniques to resolve or determine where issues may exist prior to escalating to 3rd Line Support Engineers or engaging vendor technical assistance.
Complete troubleshooting of routers, switches, firewalls, servers, applications etc from vendors including Cisco, Juniper, Checkpoint and Paolo Alto.
Log and categorise incidents with detail and accuracy to an appropriate level, responding to contacts within agreed SLA.
Liaise with colleagues and external providers, escalating incidents to ensure acceptable fault resolution, whilst providing regular customer updates about incident progress.
Maintain configuration information (Hardware and Software Assets).
Perform network maintenance and system upgrades including service packs, patches, hot fixes and security configurations.
Administer and apply pre-authorised changes such as requests for new users and routine updates such as patching.
Perform system tests using defined test plan documentation provided either by the wider engineering team or taken from vendor device guides and data sheets.
Follow scripted troubleshooting guides to resolve or determine where issues may exist, updating guides and instructions when required.
Monitor infrastructure and identify potential incidents which will impact service.
Maintain vendor specialisations and accreditations as directed by management, ensuring exams are completed within the timescales given.
Assistance with the production of reporting when required.
Provide analysis of infrastructure, for both fault diagnosis and generally, to facilitate resolution and recommendations.
Complete other tasks as directed by the Service Desk Manager, senior engineers or management which fall within the scope of your technical capabilities and experience.
A minimum of 3 years relevant engineering experience in a technical support engineering environment or similar technical role.
Evidence of managing, configuring and troubleshooting multiple technology pillars across a wide range of different customer environments (e.g. Voice, WAN, LAN, DC and Security).
Practical experience with Cisco IOS, Catalyst, Nexus, ASA and load balancers, and firewalls from multiple vendors.
Desirable Industry Certifications
Skills and Attributes
Excellent spoken and written English, able to clearly articulate issues and updates to customers and peers alike.
A high degree of due diligence and attention to detail.
Well organised, able to prioritise multiple work streams and has the common sense to escalate when workloads may pose a risk to customer delivery and SLA’s.
A clear ability to listen and take in new information, and interpret instructions from peers and management to ensure work streams are carried out successfully.
Able to work well under pressure and have a clear understanding of your own abilities.
Desirable Academic Qualifications
GCSE Grade’s A - D in English, Math’s and a science or IT/Electronics subject.
BTEC Diploma L2.
Salary DescriptionMarket Rated
RegionNewcastle or Manchester
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