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  • Posted: Nov 17, 2021
    Deadline: Not specified
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  • Content+Cloud is one of the UK’s leading technology services, solutions and support providers, with a passion for helping ambitious organisations and their people to succeed. We believe in helping to create a world in which organisations grasp all that technology can offer, improving results and the experiences of their people. We work with a wide r...
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    Technical Engineer

    Description

    Main purpose

    Acting as a Senior Technical Engineer, you will be part of a bigger Security and Networks team that is responsible for delivery of a host of proactive and managed security services to a large client base. You will be heavily involved with design, scoping and implementation of projects related to network and security deployments. You will have a broad technical knowledge, strong skillset and mature understanding of client requirements and matching technology standards. Part of the role will include the introduction to a growing Cyber environment, working closely with CSOC and current SIEM toolsets.

    Key performance indicators (KPIs)

    • Maintain SLAs based on incident priority for both response and resolution

    • Efficient and efficient incident and queue management

    • First response ticket SLA 95%

    • Close a minimum of 12 ticket per day

    • Resolve SLA 90%

    • Accurately capture 80% work utilization per day.

    • Adherence to telephone etiquette principles.

    • Contribute to attaining mean time to resolve (open to close) targets.

    • Data accuracy and quality.

    • Diligence in ticket management (daily client facing updates, correct status, escalation).

    • Successful ticket closure (i.e. no tickets are reopened).

    • 100% shift compliance

    Requirements

    Generic duties and responsibilities 

    • Work within a multi-disciplined environment

    • Delivery of quality proactive managed services across the Content + Cloud client base

    • Managed Network

    • Take ownership and perform prompt and effective incident investigation applying sound problem solving methods to determine scope, urgency, and potential impact across a wider range of IT systems

    • Take ownership of requests allocated and professionally manage them through to resolution or escalation.

    • Work with internal and external stakeholders to resolve network and security incidents, and vulnerability compliance.

    • Effective escalation of critical issues needing high level attention

    • Management of risk and downtime during maintenance windows

    • Contribute to and improve internal knowledgebase assets.

    • Refer to internal knowledgebase, assets, internal/external resources to provide accurate solution.

    • Report potential client facing risks.

    • Report customer feedback and potential product request.

    • Maintain personal development plan with line manager.

    • Undertake any other tasks as assigned by management.

    • Collaborate with other teams to maintain standards and functionality across the service/s

    • Ensure Service Level Agreements (“SLAs”) are met internally and per customer requirements

     

    Specific capabilities required 

    • Minimum 2-3 years’ experience in a support role of similar exposure

    • Desired Networking accreditations

    • Network+ | NSE1 / 2 / 3

    • CCENT | CCNA (Routing & Switching) | CCNP

    • Fortinet NSE4 / NSE5

    • VOIP (Gamma Horizon, Skype for Business, Teams Voice, CCNA Voice)

    • Solid working knowledge and experience across the following technologies:

    • Firewalls: Fortinet, Cisco, Juniper, Palo Alto, Cisco Meraki

    • Switching: Cisco, HP, Juniper, Cisco Meraki

    • Wireless: Cisco Meraki, Aerohive

    • Cloud: Azure Express Route, Azure NSG

    • WAN/LAN networking: VPLS, MPLS, TCP/IP, DNS, SNMP, VPN

    Generic essential individual attributes

    • Ideally you are a keen self-starter who can evidence excellent customer service and can collaborate effectively.

    • You should have excellent soft-skills and possess exceptional communication skills

    • Clear and effective decision making, sound judgement and proactive planning are important traits you should be comfortable in

    • You will have a good understanding of process, change and problem management, including request fulfilment.

    • Be able to work closely with your Team Manager to achieve various operational objectives

    • Fulfil daily queue management targets and ensure incident resolution

    • willingness to gain relevant qualifications and accreditations 

    • Ask targeted questions and apply accurate troubleshooting.

    • Contribute fully as an active team member and ensure personal and team objectives are achieved.

    • Drive customer satisfaction and continuously seek to improve operational performance.

    • Provide prompt and accurate feedback to clients.

    • Requires a level of supervision.

    Benefits

    • Job Type: Permanent

    • Role based out of our Century City offices (currently working remotely)

    • 40 - 45 hours per week (Based on UK time zone)

    • Retirement Fund & Medical Aid

    • Death, Funeral and Disability cover

    • 20 days’ annual leave + Birthday Leave & Wedding leave (5 additional days towards your honeymoon)

    • Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities...)

    • Continual professional development plans

    Method of Application

    Interested and qualified? Go to Content+Cloud on apply.workable.com to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

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