Exponential-e
Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.
We’re a company of innovators who think big and achieve bigger! Our people are crucial to the continuing success of our company. From our CEO to our new Graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do.
24/7 Shifts - 2 days (7am - 7pm), followed by 2 nights (7pm - 7am), followed by 4 days off
Overall purpose of the job:
To manage and own support tickets in relation to existing customer services and to work closely with the 3rd level engineers who provide an internal escalation point.
Key responsibilities for this job:
Troubleshooting customer technical faults and driving fault resolution Regular communication verbally and written with existing customers Take ownership and effectively manage support tickets including incidents and changes requests Documentation of customer solutions – OSS System, Visio documentation, technical summary write up Provide resources to the solution delivery team in supporting the configuration and implementation of new customer projects Technical Environment:
Switching; Cisco, Meraki, Aruba, HP, Dell, Juniper Wireless; Cisco, Meraki, Aruba Security; Palo Alto, Prisma, Fortinet, Cisco ASA SD-WAN; Citrix, Viptela, Meraki, Fortinet, Nuage Cisco NAC ISE, SD-A/DNAC, DOT1x Cisco Nexus 7xxx, 5xxx, 2xxx series Knowledge and experience required:
Knowledge of networking principles equivalent to CCNA R&S or JNCIS-ENT level Knowledge of layer 2 switching protocols such as STP, Dot1Q, QinQ, VPLS
Knowledge of layer 3 routing protocols such as BGP, OSPF, EIGRP, HSRP, VRRP
Excellent verbal and written communication skills with a professional phone manner Flexible approach to work with the ability to work effectively under pressure Ability to work in a team with little supervision using own initiative Strong customer service focus Responsible and willing to take ownership Eager to learn and develop technical skills Positive and professional attitude Desirable knowledge and experience:
CCNA, CCNP and/or JNCIS certified Experience with Unix based operating systems Programming and scripting experience (python, bash scripting) Juniper platform configuration experience is ideal, SRX and EX series Firewall configuration experience is advantageous particularly with Fortigate, Palo Alto, Cisco ASA Experience with Alcatel SR & ESS Experience with using networking test tools such as Wireshark