Responsible for the day-to-day support of the customer's network, ensuring its components are running and are working as expected.  Triage and resolution of customer faults with support from wider team as required.  Design, planning and implementation of project activities.

You'll ideally have multi-vendor network experience of the following - Cisco, FortiGate, Meraki, Palo Alto, Sonicwall.

Ticket Management + customer service

• Must be an exemplar of the ticket management processes
• Working with the team to ensure that customer tickets are picked up and owned, complying to the ticketing processes
• Triage and resolve, either individually, with the support of or supporting the wider team
• Meet or exceed the customer SLA
• Effective communication to the customer and within the team

Infrastructure

• A subject matter expert in one or more relevant disciplines
• A comprehensive understanding of network infrastructure & IT ideologies and the interaction between physical, virtual and network layers
• Multi-vendor network experience of the following Cisco, FortiGate, Meraki, Palo Alto, Sonicwall
• A thorough understanding of network topology
• Monitoring and identifying issues, owning through to resolution whilst working with the wider team when required
• Proactively identifying improvements for the network configuration
• The ability to architect a solution or design for project activities

Operating systems and software configuration

• A thorough understanding of multiple operating systems, to aid in network configuration and fault finding
• In-depth experience in administering virtual and physical network infrastructure
• Identify and undertake software or firmware installations and upgrades
• Develop scripts and processes to aid day-to-day activities, automating and streamlining wherever possible
• Gain or hold relevant accreditations (e.g. Cisco CCNP)

Security

• Comprehensive knowledge of the potential threats to IT environments from internal and external influences, weak adherence to security protocols and human error
• Proactively (and as a team) protect customer environments from vulnerabilities utilising tools such as vulnerability scanning

Change control

• Complete understanding of the reasons underpinning change control, adhering to all required processes
• Support the team by creating CRQs, adhering to customer best practice
• Implement and execute CRQs, as required and per process

Asset Management

• Maintain asset documentation with additions, decommissions and updates to ensure that the scope of support for our customers is understood, accurate and kept up to date

• A technical leader and mentor for the team
• Excellent communication skills, both written and spoken, able articulate ideas or proposals clearly
• Capable of working in a team or individually, as circumstances dictate
• Able to follow procedures, policy, instruction and guidance
• A troubleshooting mentality to tackle complex problems
• Self-starting, both in terms of ‘getting things done’ and the self-development to attain new skills, capabilities and knowledge
• Open minded and innovative, challenging the status quo and striving for better solutions or developing new ideas
• Conscientious, taking ownership and responsibility, seeing tasks through to resolution either individually or with the assistance of others, whilst ensuring all stakeholders are kept informed
• Create, review and maintain support documentation
• Active self-development, striving to acquire new skills and becoming expert in existing areas of proficiency
• Demonstrate a judged and appropriate decision-making capability (which also shows ownership and leadership)