Field Network Support Engineer
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
Job Specification
- 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
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10 months ago
