Job Summary
Principal Responsibilities
§ Undertake and manage in depth troubleshooting activities and plan customer facing activities under guidance
§ Investigate and help resolve issues on customer’s network and IT estates using agreed troubleshooting methodologies
§ Manage support cases to enable fast resolution that exceeds our customers’ expectations
§ Ensuring accurate recording of all cases using the Company’s ticket management tool and closing within agreed timeframes
§ Using the central document repository, to ensure knowledge sharing across the team and enable best practice
§ Supporting ad-hoc projects to develop the capabilities of the client.
Key Performance Measures
§ Ticket SLAs and KPIs are achieved
§ Escalation procedures, policies and working practices are adhered to
§ All records relating to Service Requests, Incidents, Problems and Knowledge Management are completed accurately and within agreed timeframe
§ Projects are delivered in line with project quality standards
Requirements
· 2-3 years relevant customer focused experience, resolving technical problems, with experience of using ticketing systems
· Specialised in supporting Cisco architectures with technical competency in supporting one of the following: Cisco, Cisco switching & wireless, Cisco Datacentre (UCS, Nexus, VMware) and Cisco Collaboration (CUCM, UCCX, Unity)
· Troubleshooting & Implementation Experience in core Routing protocols BGP,OSPF,EIGRP, MP-BGP,MPLS ,IS-IS, SONET/SDH Technologies
· Hands on experience in Nexus 5k, 2k, 7k etc.
· Hands on Experience in Citrix Netscalar, F5 Load balancers and WAN optimizers
· Sound knowledge and understanding on QOS technologies MQC, LLQ , CBWFQ, WRED and MPLS-TE.
· Troubleshooting & Implementation experience in WAN protocols & service providers.
· Excellent communication skills.
· Troubleshooting & Implementation experience in WAN protocols
· Working experience across various cisco Routers and switches
· Upgrades network by conferring with vendors; developing, testing, evaluating, and installing enhancements.
· Secures network by developing network access, monitoring, control, and evaluation; maintaining documentation.
· Cisco CCNA /CCNP
· Ability to communicate effectively and build relationships to understand client requirements
· Accurate written recording of information
· A self-motivated attitude
· Ability to deliver against deadlines and agreed targets
· ITIL qualification desirable but not essenti
Key Responsibilities
Principal Responsibilities
§ Undertake and manage in depth troubleshooting activities and plan customer facing activities under guidance
§ Investigate and help resolve issues on customer’s network and IT estates using agreed troubleshooting methodologies
§ Manage support cases to enable fast resolution that exceeds our customers’ expectations
§ Ensuring accurate recording of all cases using the Company’s ticket management tool and closing within agreed timeframes
§ Using the central document repository, to ensure knowledge sharing across the team and enable best practice
§ Supporting ad-hoc projects to develop the capabilities of the client.
Key Performance Measures
§ Ticket SLAs and KPIs are achieved
§ Escalation procedures, policies and working practices are adhered to
§ All records relating to Service Requests, Incidents, Problems and Knowledge Management are completed accurately and within agreed timeframe
§ Projects are delivered in line with project quality standards
Requirements
· 2-3 years relevant customer focused experience, resolving technical problems, with experience of using ticketing systems
· Specialised in supporting Cisco architectures with technical competency in supporting one of the following: Cisco, Cisco switching & wireless, Cisco Datacentre (UCS, Nexus, VMware) and Cisco Collaboration (CUCM, UCCX, Unity)
· Troubleshooting & Implementation Experience in core Routing protocols BGP,OSPF,EIGRP, MP-BGP,MPLS ,IS-IS, SONET/SDH Technologies
· Hands on experience in Nexus 5k, 2k, 7k etc.
· Hands on Experience in Citrix Netscalar, F5 Load balancers and WAN optimizers
· Sound knowledge and understanding on QOS technologies MQC, LLQ , CBWFQ, WRED and MPLS-TE.
· Troubleshooting & Implementation experience in WAN protocols & service providers.
· Excellent communication skills.
· Troubleshooting & Implementation experience in WAN protocols
· Working experience across various cisco Routers and switches
· Upgrades network by conferring with vendors; developing, testing, evaluating, and installing enhancements.
· Secures network by developing network access, monitoring, control, and evaluation; maintaining documentation.
· Cisco CCNA /CCNP
· Ability to communicate effectively and build relationships to understand client requirements
· Accurate written recording of information
· A self-motivated attitude
· Ability to deliver against deadlines and agreed targets
· ITIL qualification desirable but not essenti
Skill Requirements
Principal Responsibilities
§ Undertake and manage in depth troubleshooting activities and plan customer facing activities under guidance
§ Investigate and help resolve issues on customer’s network and IT estates using agreed troubleshooting methodologies
§ Manage support cases to enable fast resolution that exceeds our customers’ expectations
§ Ensuring accurate recording of all cases using the Company’s ticket management tool and closing within agreed timeframes
§ Using the central document repository, to ensure knowledge sharing across the team and enable best practice
§ Supporting ad-hoc projects to develop the capabilities of the client.
Key Performance Measures
§ Ticket SLAs and KPIs are achieved
§ Escalation procedures, policies and working practices are adhered to
§ All records relating to Service Requests, Incidents, Problems and Knowledge Management are completed accurately and within agreed timeframe
§ Projects are delivered in line with project quality standards
Requirements
· 2-3 years relevant customer focused experience, resolving technical problems, with experience of using ticketing systems
· Specialised in supporting Cisco architectures with technical competency in supporting one of the following: Cisco, Cisco switching & wireless, Cisco Datacentre (UCS, Nexus, VMware) and Cisco Collaboration (CUCM, UCCX, Unity)
· Troubleshooting & Implementation Experience in core Routing protocols BGP,OSPF,EIGRP, MP-BGP,MPLS ,IS-IS, SONET/SDH Technologies
· Hands on experience in Nexus 5k, 2k, 7k etc.
· Hands on Experience in Citrix Netscalar, F5 Load balancers and WAN optimizers
· Sound knowledge and understanding on QOS technologies MQC, LLQ , CBWFQ, WRED and MPLS-TE.
· Troubleshooting & Implementation experience in WAN protocols & service providers.
· Excellent communication skills.
· Troubleshooting & Implementation experience in WAN protocols
· Working experience across various cisco Routers and switches
· Upgrades network by conferring with vendors; developing, testing, evaluating, and installing enhancements.
· Secures network by developing network access, monitoring, control, and evaluation; maintaining documentation.
· Cisco CCNA /CCNP
· Ability to communicate effectively and build relationships to understand client requirements
· Accurate written recording of information
· A self-motivated attitude
· Ability to deliver against deadlines and agreed targets
· ITIL qualification desirable but not essenti
Other Requirements
Principal Responsibilities
§ Undertake and manage in depth troubleshooting activities and plan customer facing activities under guidance
§ Investigate and help resolve issues on customer’s network and IT estates using agreed troubleshooting methodologies
§ Manage support cases to enable fast resolution that exceeds our customers’ expectations
§ Ensuring accurate recording of all cases using the Company’s ticket management tool and closing within agreed timeframes
§ Using the central document repository, to ensure knowledge sharing across the team and enable best practice
§ Supporting ad-hoc projects to develop the capabilities of the client.
Key Performance Measures
§ Ticket SLAs and KPIs are achieved
§ Escalation procedures, policies and working practices are adhered to
§ All records relating to Service Requests, Incidents, Problems and Knowledge Management are completed accurately and within agreed timeframe
§ Projects are delivered in line with project quality standards
Requirements
· 2-3 years relevant customer focused experience, resolving technical problems, with experience of using ticketing systems
· Specialised in supporting Cisco architectures with technical competency in supporting one of the following: Cisco, Cisco switching & wireless, Cisco Datacentre (UCS, Nexus, VMware) and Cisco Collaboration (CUCM, UCCX, Unity)
· Troubleshooting & Implementation Experience in core Routing protocols BGP,OSPF,EIGRP, MP-BGP,MPLS ,IS-IS, SONET/SDH Technologies
· Hands on experience in Nexus 5k, 2k, 7k etc.
· Hands on Experience in Citrix Netscalar, F5 Load balancers and WAN optimizers
· Sound knowledge and understanding on QOS technologies MQC, LLQ , CBWFQ, WRED and MPLS-TE.
· Troubleshooting & Implementation experience in WAN protocols & service providers.
· Excellent communication skills.
· Troubleshooting & Implementation experience in WAN protocols
· Working experience across various cisco Routers and switches
· Upgrades network by conferring with vendors; developing, testing, evaluating, and installing enhancements.
· Secures network by developing network access, monitoring, control, and evaluation; maintaining documentation.
· Cisco CCNA /CCNP
· Ability to communicate effectively and build relationships to understand client requirements
· Accurate written recording of information
· A self-motivated attitude
· Ability to deliver against deadlines and agreed targets
· ITIL qualification desirable but not essenti