3rd Line Engineer - Service Desk

Job Description

3rd Line Engineer - Service Desk Perm - £40,000 - £60,000 Location - Hampton, Peterborough, Cambridgeshire Responding to BAU 3rd Line incidents logged on the incident management system and providing Managed Firewall Services.What youll do:*Firewall Management*Incident Diagnostics and Assistance*Log Monitoring and Analysis*Rule base Auditing and Advisory*Device Software Upgrades, Patches and Bug Fixes*Configuration Backup / Restore*Rule base and Network Configuration Change Management*Provide a point of technical escalation and expertise*Provide support as part of the 24x7 out of hours rota*Maintain technical accreditations in line with catalogued services*Cisco, Fortigate, HP, Checkpoint, F5, Palo Alto*Escalate and work with vendors when required*Setup and complete scheduled tasks when required*Escalate potential service issues initially with Team Leader/Service Desk Delivery Manager /Service Delivery Managers*Escalate potential problem issues with Problem and Incident Management*Recommend and deploy changes via the change management process when required*Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork*Provide assistance to Team members and Analysts as required*Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan*Work with consultants to better understand issues and solutions*Provide technical assistance to on-going projects and the transition of new customers when requiredWhat you need to succeed:Must-have:* At least 3 years experience in a similar SLA driven support role* Proven Customer service skills * Proven experience delivering projects and complex changes* Industry recognised qualifications in relevant areas* Extensive knowledge working within a Cisco Switch/Router environment* Expert level knowledge in at least one of the following firewall vendors:- Fortinet- Checkpoint- Palo Alto- Cisco ASA / FirepowerNice to have:*Netscaler / F5 Loadbalancers*Cisco Nexus*HP Switching*Cisco Wireless (Troubleshooting AireOS and Catalyst controller based deployments)*Cisco DNA / SDWAN troubleshooting*Knowledge of ITIL change process*Security Clearance (SC) advantageous*Good communication skills*Punctual and reliable*Positive, enthusiastic and supportive individual*Ability to take ownership of and progress incidents to resolution, or to identify when escalation is necessary*Ability to work under pressure*Ability to work in a team and to support team members*Communication and interpersonal skills including listening, building rapport, establishing empathy whilst demonstrating awareness of internal and external issues in a calm and polite mannerIf you have the outlined skill and experience and you are looking for your next opportunity, please apply now! "In applying for this position, you consent to your personal data being shared with the specified employer and for your details to remain with GTS for as long as is necessary to process your application. See our Privacy Notice for full informationGlobal Technology Solutions is acting as an Employment Agency in relation to this vacancy.