3rd Line Engineer

Job Description

A DAY IN THE LIFE What a normal day at work looks like for youDay to day, youll:

• Provide 3rd level technical support for our LAN / WAN /Wireless/Security & Voice solutions.
• Help diagnose, troubleshoot and resolve escalated issues relating to switching, routing, security, wireless and other various networkrelated issues.
• Resolve network outages, misconfigurations, and complex networking issues oncustomers devices within contracted SLAs.
• Carry out complex change requests within the agreed timelines with the customer.
• Proactively monitor customer networks via our internal monitoring system, investigating, troubleshooting and resolving issues.
• Manage vendor TAC escalations for complex issues through to resolution.
• Maintain and update fault management systems throughout the incident lifecycle.
• Create and maintain Knowledge Base articles to reduce escalations from 1st / 2nd line teams and to help increase the 1st time fix ratio.
• Mentor, develop and deliver training for 1st / 2nd line staff to increase technical skillset within the NOC.
• Take part in an oncall rota for 3rd line OOHs support.
• Maintain professional working relationships with customers, vendors, suppliers and work colleagues.
• Monitor, manage, upgrade, and patch manage on PE, Edge, and LNS (L2TP Network servers) infrastructureincluding maintenance of appropriate network performance (including but not limited to jitter, latency, packet loss).

YOUR EXPERIENCE What you bring to the jobYour background will demonstrate:

• At least 3 years experience working in a 2nd / 3rd line role providing technical network support.
• Handson experience of LAN / WAN technologies including: Cisco, HPE, Extreme / Enterasys and Huawei.
• Knowledge of Layer 2 / Layer 3 network protocols such as: MPLS, Spanning Tree, QinQ, OSPF, BGP, IGRP, EIGRP, ISIS, HRSP and VRRP.
• Experience of configuring / troubleshooting Firewall devices including: Cisco, Fortinet, Checkpoint, Palo Alto.

Ideally, youll also have:

• Experience of configuring / managing IPS/IDS (Cisco, Sourcefire).
• Knowledge of security protocols including VPNs, IPSEC, AAA, SSL, TLS and SSH.Knowledge / experience of WLAN technologies such as: Cisco, Aruba, Aerohive or Meraki.
• Experience using Security Information Event Management (SIEM) and Vulnerability tools.
• Experience of SIP, VOIP and voice technologies.
• Knowledge of network tools such as SolarWinds, Nagios, Observium and Greylog.
• Experience of working with Telecoms providers such as BT, Colt, VirginMedia and Vodafone.
• Experience of CRM Systems including: Salesforce and Remedy.

Please note:Baseline Personnel Security Vetting Standard (BPSS), Security Clearance (SC) and Police Vetting (NPPV) is required for this role. Please ensure you are eligible to be granted this level of clearance YOUR QUALIFICATIONS About your education and qualificationsYoull really need to know your stuff, which means youll need:

• A current/valid CCNP level accreditation (and technical knowledge to that level).
• Additional Security certifications such as CCDA, CCDP, CISSP, CISM, HCNP or FCNSP/NSE4 would also be helpful, as would vendor certifications (Professional or Associate) in WAN / LAN or WLAN technologies.

ABOUT THE ROLE T&Cs:

• 37.5 hours per week
• Permanent / Full Time
• Place of Work: Hybrid working model

Benefits:

• Competitive Salary
• Bonus of up to 10% per annum
• Overtime rate 1.5x
• On-call allowance
• Holidays with option to buy or sell
• Pension scheme
• Reward & recognition incentives
• 24x7 EAP cover

Additional benefits you are entitled to upon successful completion of probationary period:

• Private Medical Insurance(includes medical, mental health, optical & dental)
• Income Protection
• Life Assurance
• Enhanced family policies
• L&D opportunities
• Cycle to work scheme