Network Engineer

In the network support team, you'll handle incident and change management, requiring strong communication, teamwork, customer focus, and adaptability in a fast-paced setting.

You'll collaborate with peers to address customer incidents and network changes on technologies like WAN (CPE/PE), Security, LAN, mainly using Cisco and Forti Gate, with some exposure to VMware and Citrix. Network tasks include implementing standard solutions for clients.

You'll resolve incidents and changes within agreed SLA and KPI targets, providing technical solutions and excellent customer service.

• Effective ticket queue management and customer communication through web, portal, email or phone
• Resolving incidents and delivering changes within company defined SLA and KPI targets, while aiming to achieve high CSAT returns
• Maintaining a current understanding of all relevant company policies and procedures
• Ensuring frequent personal development reviews and 121s are conducted with their line manager.
• Manage their own development plan to achieve personal and company objectives.
• Responsible for escalation and pro-active chasing of vendors and external support groups where required.
• Responsible for participation in the teams on-call rota if required (and following any probationary period)
• Assess and deliver network launch tasks associated to SMB and public sector orders, while ensuring any support guidance documents are kept up to date
• Triage tickets within incident and change management, working on first time fixes and escalating more difficult tickets where required to the network or senior network engineers

• Experience working with network incidents and changes on a managed services desk at 2nd line or similar.
• Experience in configuring and maintaining some of (but not necessarily all): MPLS WAN's (L3
  
  VPN, DSL, BGP)
• Cisco ASA's (Route and Policy Based VPN's, Access-Lists, NAT)
• Cisco Firepower (Route and Policy Based VPN's, Access-Lists, NAT, NGFW Security Measures (IPS, URL Filtering etc))
• Cisco Routers & Switches (BGP, OSPF, MACSEC, L2
  
  VPN, L3
  
  VPN)
• Fortigate (IP-Sec, S2S and Remote access VPN's, Access-Lists, NAT, Security Profiles)
• Forti Manager (Config management and delivery)
• Experience in VMware ESXi (typically launching templates and connecting interfaces to port-groups)
• Experience configuring policy based and route based VPN's on Cisco ASA
• Ability to be fully SC (Security Clearance) cleared with NPPV3 (without restrictions)