My client a leading IT Managed Services provider requires a Field Network Support Engineer to provide on-site support to assist in the resolution of any Incident, Problem or Change impacting a customer’s service. You will also be required to provide remote technical support for Incident’s Problems and Changes when field visits are not required.
Minimum of 2 years in a customer focused support role.
Expertise and experience comparable to CCNA or equivalent
Demonstrable ‘hands on’ proficiency with CLI configuration & troubleshooting of routers, switches, bridges etc
Demonstrable understanding of generic networking topologies, protocols and principles e.g. Ethernet, Token Ring, ATM, Frame Relay, ISDN, IP, IPX, RIP, OSPF, EIGRP, 802.1x etc. Also ‘hands on’ proficient in installing and supporting routers, switches, firewalls, servers and cabling products.
Product specifics – Cisco, 3Com, Extreme
Whilst conforming to a general 9 to 5 work pattern, the individual must be able to adopt a flexible approach to the workload as stand-by cover, out of hours and weekend activity will be required.
Ability to maintain an up to date knowledge base, maintain accurate records and documentation.
Ability to utilise standard test/ monitoring equipment in the course of the role e.g. sniffers, protocol analysers, BERT tester etc
To provide field support services to all customers, Managed Service and Break-Fix
To liaise with customers whilst onsite in a professional and courteous manner
To provide remote technical support for all customers when field visits are not required
Troubleshooting technical faults and providing satisfactory fixes to the customer.
Regularly updating customers and the Service Desk on progress of faults
To stage and test spares and other relevant equipment
To form part of the Out of Hours Support Rota
To complete all documentation, including personal timesheets by the end of each week
The resolution and closure of customer support issues to agreed SLA’s
The maintenance of customer network and systems within agreed timescales
Perpetual review of spares v customer hardware needs within given geography
From time to time assist the Projects Team with installation & migration of customer networks
Regularly updating ticketing system Service Now
Capturing repeat faults and undertaking root cause analysis
Proactive identification of fault trends
Maintaining and updating customer technical documentation
Location: Field Based – Northampton area to the East of the country/Midlands
Salary: 28k - 34k plus £6600 car allowance Excellent Benefits Professional Passport Jobs - 10 months ago