- Meet with customers to develop technical relationships, analyse and define customer technical requirements
- Manage customer situations in a professional and courteous business manner with an emphasis on customer satisfaction, while timely keeping the customer abreast of expectations, problem status and completion
- Provide a technical escalation point as a subject matter expert
- Prepare documentation and present progress reports to customers
- Occasionally pre-configure customer systems
- Advise and/or undertake customer upgrades or configuration changes
- Work in collaboration with the rest of the service delivery team to ensure the smooth operation and maximum performance
- Follow support processes and identify where these can be improved
- Work with Managed Service customers, make Managed Service recommendations, write Managed Service reports, and complete recommended actions
- Configure, troubleshoot, and manage networking solutions
- Interface with customers and colleagues for the purpose of developing and implementing networking solutions and policy recommendations
- Create and propose alternative designs to satisfy performance and technical criteria for customers
- Identify and correct faults, and provide resolution of complex problem tickets escalated from the Service Desk and Managed Services teams
- Primarily provide Tier III level and occasionally provide Tier II level support for escalated tickets via phone, email, and web conference
- Liaise with vendors and/or distributor support teams to resolve customer issues.
- Educated to 'A' level standard or equivalent qualification
- Direct Border Gateway Protocol (BGP) experience
- Cisco Certified Network Professional (CCNP) Certification
- SD-WAN experience desirable but not required
- Network infrastructure technologies (TCP/IP, IP addressing and subnetting, switching and routing and virtual routing)
- Routing protocols especially BGP. OSPF and EIGRP are also desirable
- Firewall technology, SD-WAN technology, MPLS and WAN Optimization
- Ability to thrive in a dynamic and growing environment
- Relationship management skills
- Communication skills
- Analytical and logical
- Problem solving skills
- Organised and efficient
- Enthusiastic
- Helpful
- Curious
- Open minded
- Driven
Senior Network Engineer - Reading, Berkshire, United Kingdom - Teneo
Description
Teneo is looking for a Senior Network Engineer to join our growing team with the purpose of providing post sales technical support and service to our customers.
A high number of candidates may make applications for this position, so make sure to send your CV and application through as soon as possible.
Established in 2000 with a Mission of 'Opening Minds to New Possibilities', Teneo is a Solutions Provider focused on reducing complexity. We combine leading technology with deep expertise to create new ideas on how to simplify IT operations. Simplification reduces risk, saves money, improves time to resolution and boosts user adoption. We call this "simplification through innovation". We focus on connecting users to their applications in a way that is secure, optimized and observable.
We are driven to excel by our Purpose beyond Profit - to positively impact the lives of a million children around the world and this, coupled with our core values of Accountability, Growth, Respect, Integrity, Commitment to Excellence, Employee Wellbeing and Corporate Social Responsibility. provides the foundation to all that we do. Recent initiatives demonstrate this including: funding the building of a number of schools in Africa and giving all employees time off during the year to do voluntary work.
The company employs around 60 people in its headquarters in the UK and offices in, Australia and the USA and has a global reach.
Salary: £50,000-£60,000 per annum plus generous benefits including uncapped holiday allowance.
Responsibilities