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    3rd Line Network Support Specialist - London, United Kingdom - Exponential-e

    Exponential-e
    Exponential-e London, United Kingdom

    1 week ago

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    Description

    Job Description

    Overall purpose of the job:

  • To manage and own support tickets in relation to existing customer services
  • To design and implement changes as per client's requirements.
  • To work closely with the 2nd Line Service Desk team and the Solution Delivery team to assist in supporting customers and configuration tasks.

    • Key responsibilities for this job:

  • Regular communication verbally and written with existing customers
  • Provide 3rd Line support for incoming customer support queries and escalations from the 2nd Line Service Desk
  • To take ownership and effectively manage support tickets for incidents, change and service requests
  • To plan and complete projects as assigned to you by the Head of 3rd Line Network Support.
  • Documentation of customer solutions – CMDB, Visio documentation, technical summary write up
  • DR/Failover Testing
  • To provide support and mentoring to 2nd Line engineers
  • Provide resources to the solution delivery team in supporting the configuration and implementation of new customer projects
  • On-call rota out of hours for high priority incidents
  • Any other fair and reasonable task or duty assigned to you by your Manager, or any other senior Exponential-e Ltd staff member

    • 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:

  • Demonstrable knowledge at CCNP (ENT/DC/SP/SEC) or JNCIP-ENT level
  • In depth knowledge of configuring and troubleshooting network security devices/protocols
  • Ability to troubleshoot and isolate faults to identify root cause and bring to resolution
  • Advanced knowledge of layer 2 and 3 protocols
  • Experience using at least one of the following firewalls: Palo Alto, Fortigate Cisco ASA. This should include experience of configuring and troubleshooting access lists, NAT, IPSec and SSL VPNs.
  • Strong knowledge of OSPF and BGP in an ISP environment
  • Proficient in packet capture and interpretation
  • Familiarity with Cloud products such as Azure / Amazon AWS
  • Experience working within a Managed Service Provider Environment.
  • Minimum Basic experience with network automation/programing such as Ansible/Python
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