24x7 Shift Pattern
Reporting to the Network Support Manager for service provider teams, the primary function of this role is to provide a technical response/ fix to incidents, changes and service requests reported by customers, performing second line diagnostics to resolve or identify the best possible next escalation path. This role is based within a team that provides 24x7x365 cover with a 20% uplift on basic salary being applied when undertaking overnight Night Shift cover.
The successful candidate will require previous technical experience with a proven ability to perform technical diagnostics and administration across some/all of the following technical areas:
Cisco R&S, Cisco routers including but not limited to 887,2921,1801, ASR’s management tools, Juniper and Cisco Firewalls, F5 Configuration and fault finding. Broadband Support including Traffic shaping, (Tier 2 Standard)
The successful candidate is required to communicate with customers on a highly technical level to provide immediate resolution where possible; ensuring tickets are managed and progressed correctly within the appropriate SLAs.
The successful candidate will be willing to apply themselves to a diverse range of work and meet and exceed customer expectations and service levels. The candidate must display a desire to learn and understand new technologies, achieve objectives agreed with their Leader and develop and maintain an excellent working relationship with colleagues.
Provide 2nd Line support for customer technical services to Daisy’s SP customer base including monitoring, incidents, changes and appropriate service requests within agreed service hours and to agreed service levels.
Participate in a 24x7 shift pattern across the NS Tier 2 service provider based portfolio to cover all relevant technologies and flexibly adapt to ensure adequate team cover.
Carry out proactive maintenance to maximize availability including patching, config backup and capacity management.
Maintain your technical skills and upskill to cover all relevant technologies if/when required.
Keep abreast of new developments in your relevant technology.
Participate in Change Management process, creating and updating change requests as appropriate, attending CAB meetings at request as appropriate to ensure proposed changes do not compromise network availability.
Establish effective working relationships with key parties from internal stakeholders to external suppliers; encourage stakeholder engagement and drive high quality working relationships.
Be vigilant for possible fraudulent activity and if necessary raise a security incident report using the template accessible via the corporate Intranet.
Proven experience in Configuration, troubleshooting and fault finding on:
Cisco Routing and Switching Platforms including ISR, ASR, Catalyst and Nexus to a Tier 2 level
Cisco Security Platforms including firewall experience
Juniper Security Platforms including firewall experience
Tier 2 Broadband Support including Traffic shaping
You will be able to work to ITIL standards and Maintain proper documentation for operations.
Technical and Soft skills:
CCNA – R&S is required.
JNCIA is required
Working towards CCNP – R&S is desirable.
SC clearance or the ability to be SC cleared is mandatory
Knowledge of Network analytical tools such as Wireshark.
Knowledge of Cisco management tools,
Knowledge of Juniper Firewalls
Knowledge of F5 Configuration and fault finding
Tier 2 Broadband Support including Traffic shaping; ITIL foundation
Personal Skills and Qualities:
You will have:
Good time management skills to enable you to prioritise and deliver to tight time lines.
A positive, confident and client centric approach to work, with a desire to deliver consistently high quality service
A positive outlook with the ability to be flexible and adaptable.
Experience in team working to deliver excellent results