OVERALL OBJECTIVE:
The Technical Support Engineer will work as part of the second line Technical Support Group. This is a virtual team that is made up of engineers in multiple countries. The primary responsibilities of the TSG team are to provide 2nd line support for all TNS technologies (proprietary & non proprietary) to internal and external customers and to deploy network implementation projects across the International TNS network.
The open position is based in Sheffield.
2.
DUTIES:
Support and troubleshoot TNS network & customer service issues reactively and proactively whilst maintaining regular contact with interested parties (internal and external) to keep them informed of progress.
Installation and trouble shooting of TNS equipment and services on and off site, at TNS customer and POP facilities.
Liaising with 3rd Party Vendors in reporting of faults (circuits, etc) and working diligently to achieve timely resolution of these faults.
Analysis of network management data and using this data to identify/isolate/resolve faults in a timely fashion.
New service/project implementation through to the satisfaction of customer expectations and internal implementation guideline requirements.
Actively support the customer in all aspects from problem identification through resolution using Service Management and SLA guidelines.
Clearly and concisely log customer issues, details of resolutions, maintaining and updating tracking database to ensure data is current and accurate
Identify areas where procedures are required and the production of procedures as required or directed.
Ability to work rotating on-call schedule that will require availability 7x24 an average of one week per month . This will be required after a certain period of time within the position that it is deemed the person is at a level capable of carrying out this task affectively.
Escalation of faults internally and externally to repair agencies or customers as per SLA’s.
Carry out network equipment installation, configuration and troubleshooting both in network PoPs and customer premises.
3.
EXPERIENCE
Essential:
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2-4 years experience working in an environment with the below required experience.
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Knowledge and experience in the fundamentals of IP and X.25 networks in LAN and WAN environments.
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Knowledge and experience of TCP/IP.
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Knowledge and experience working with Cisco specific technologies up to a minimum level of CCNA.
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Knowledge and experience working with the Linux OS.
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Proven customer service skills to both internal and external customers.
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Proven track record in managing multiple escalations with effective follow-up and timely tracking
entries, with previous experience in a support environment for mission critical network services.
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Knowledge and experience of network technologies used in Wide Area Networks, and telecommunications.
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Excellent communication skills both written and verbal in an English working environment.
Desirable:
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Previous experience of the banking, transaction payments or telecommunications sector.
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Previous experience with Remedy workflow tool.
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CCNP or CCIP with experience of routing technologies such as BGP, EIGRP, and OSPF
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Cisco access server experience.
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Juniper Implementation and troubleshooting
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Linux/Unix scripting skills
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Previous experience in broadband technologies such as ADLS and GPRS
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Proficient in an additional European language (Spanish, Italian, French, or German).
4.
QUALIFICATIONS
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University degree or equivalent qualification in either an IT or telecommunications discipline.
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CCNA (CCNP or CCIP will be a benefit)
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Any Linux administration qualification would be a benefit.
5.
PERSONAL
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TNS needs a person that is dynamic, proactive, a team player, a good communicator both verbally and in writing.
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TNS needs a person that is calm and collected working in the support of mission critical network services.
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TNS needs a person that has an aptitude for troubleshooting both proactively and reactively.
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TNS needs a person that is flexible with working outside of normal working hours including providing on-call support and is flexible regarding travel for support issues and intercompany communication including training within and outside of Ireland.
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TNS needs a person that is competent in the technologies on the TNS network but is also keen to progress both technically and personally within the organization.
DATE: March 2011
It is the Company’s intention that this Job Description is seen as a guide to the major areas and duties for which the jobholder is accountable.
However, the business will change and the jobholder’s obligations are bound to vary and develop, so the job description should be seen as a guide and not as a permanent, definite and exhaustive statement.
