2nd Line Network Engineer - Tingley, United Kingdom - 360 Recruitment Consultancy Ltd

360 Recruitment Consultancy Ltd

Verified Company

Tingley, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

360 Recruitment are a specialist IT recruiter, currently recruiting for a 2nd Line Network Engineer to join one of the fastest-growing MSPs in the UK.

Role:

2nd Line Network Engineer

Salary:

Up to £45,000 basic

Benefits
25 Days Holiday
Life Assurance
Health Plan

**Location: **Office Based (Wakefield)
After 6-9 Months, Hybrid working is available (Remote 2 Days & Office based 3 days)**Type:
Permanent - Full-timeWorking Hours:

**Monday to Friday
9 am to 5.30 pm

**The purpose of the 2nd Line Network Engineer: **As a 2nd Line engineer, working within a global team, you will be responsible for monitoring, troubleshooting, tracking, and reporting incidents. As part of your role, you will be responsible for providing critical support to a large customer baseover a large product portfolio. You will be the engineer supporting WAN/LAN Networks and Security products ensuring timely resolutions.

Provide complex diagnostic/technical resolution services and support to customers, Engineers and Field Service Engineers in line with contracted SLA agreements, in accordance with Service Operations Manuals / Operational Procedures and to high standardsof customer satisfaction.

To manage customer's networks according to SLA, prioritisation, service impact using a procedural discipline in a way that assumes authority to maintain network availability, security and performance.

Responsibilities;

Respond to Customer Incidents by performing 2nd line support diagnostics, so as to resolve the fault and/or implement a workaround solution that meets SLA standards and customer needs, with occasional 1st Line and 3rd line support coordination duties.

Design, validate and implement solutions to meet Customer requests for maintained Customers

Report, manage and progress incidents that are to be resolved by 3rd Party contractors / service partners
To liaise with manufacturers and customers during escalations (e.g. Cisco) at a technical level, as part of technical escalation and resolution of Incidents
To assist the Change Management Team as and when requested and to advise of any changes that were implemented during Incident resolution process (retrospective changes)
Raise progress and monitor all escalations both internally and externally ensuring satisfactory conclusion and timely updates to Stakeholders, facilitating seamless handover at key stages of progression
Provide feedback on services and procedures ensuring that any issues are reported to problem management to prevent customer incidents
Perform scheduled testing / backup operation and proactive work and check for completeness such that proactive testing results in higher customer network availability
Maintain indepth knowledge in relation to Customers sites and equipment, providing prompt and accurate information, advice and technical guidance to Engineers, Field engineers, 3rd line Engineers, Third party service providers and other colleagues
To provide customer network statistics in terms of network performance to both internal staff and customers on their request utilising state of the art network management tools.

Experience & Skills: