Network & Connectivity Engineer
Posted 12 days 20 hours ago by Claranet Limited
Permanent
Not Specified
Other
Gloucestershire, Gloucester, United Kingdom, GL1 1
Job Description
About The Role
- Ensure an excellent customer experience.
- Manage varying and fluid workload through tickets and customer interaction.
- Be responsible for ensuring new and solutions changes are delivered successfully, on time and within any financial requirements laid out.
- Provide support to both Network & Connectivity practice colleagues and other teams in ensuring customer solutions are available and operating as designed.
- Work closely with other internal teams to build and develop our product offering and customer credibility.
- Focus on service/technologies relating to Secure Digital Networks including but not limited to (SD)WAN, LAN, MPLS, Firewall and SSL VPN.
- Knowledge of service/technologies relating to Cloud and Cyber solutions.
- Identify improvements to increase efficiency and effectiveness of the team.
- Assist in proactively evaluating tools that aid and simplify working practises.
Responsibilities include:
- Ensuing the successful completion of activities associated with customer delivery activity.
- Maintaining the highest levels of customer service and satisfaction via direct customer communication against all interactions
- Technical planning and involvement in the broader delivery process.
- Task management and work scheduling
- Proactively engaging with the Project Management Office to ensure timely delivery of components in support of the solution specification.
- Following correct process including utilisation & administration of Service Group tickets
- Creating and updating technical documentation ensuring it is stored in defined location(s)
- Customer testing and successful hand-over into operational support
- Support in the pre-and post-sales design activities to ensure that customer solutions are technically sound and supportable long term
- Act as a point of escalation within the team supporting customers as required by business needs or direction of the management team.
- Document technical and process lessons learned and share those lessons with team members to enable continuous improvement, consistency and excellence in quality.
- Continually seek opportunities to increase customer satisfaction and deepen client relationships.
- Support the Product team with testing and development as required to ensure technical product releases and enhancements are delivered on time and on budget.
- Comply with and help to enforce standard policies and procedures.
- Handover of customer's solutions to in-life support ensuring that any network diagrams, special instructions or supporting documentation specific to the customer's environment are clearly described and logical.
- The support of out of hours work as required and involvement in an out of hours on-call rotation.
- Provide training to develop team members through good product knowledge, passion and commitment.
Teams to collaborate with
- Customer Experience and Managed Services - ensure we are consistently providing the best service to our customers, proactively monitoring their needs, and integrating their feedback into our future portfolio and propositions
- Customer Success and Growth - ensure that the portfolio is up to date, meets customer needs and enables cross and up selling.
- Finance and Corporate Development - contribute to the budget process for portfolio and propositions development
- HR and People - support recruitment and learning and development strategies to develop industry leading product and service offerings.
About You
Essential
- Be a self-starter with desire to learn new technologies and ways of working
- Have a proven record of accomplishment in providing customer support and understand that the customer experience is critical for success.
- Understand the principles of change and delivery, including planning, risk assessment, scheduling and testing within a similar environment.
- Be highly motivated, pragmatic and energetic team player, positive, determined and driven with a can-do attitude.
- Have a strong understanding of network principles, design methodologies and operational environments
- Have demonstrable practical experience (2 years) working with the following technologies, in a build, deploy and support environment:
- Routing - Cisco / Draytek / Meraki.
- Firewalls - Juniper / Cisco ASA / Fortinet.
- DSL, SOGEA, FTTC/P, Mobile Broadband, Ethernet and Lease Lines.
- SSL VPN technologies (Juniper / Pulse / Fortinet)
- Data centre network technologies.
- Protocols and technologies (SNMP, SIP, RTP, Netflow, BGP, OSPF, QoS, MPLS, HSRP and EIGRP)
- Relevant technical qualification (CCNP, Fortinet NSE5 etc.)
- Have a working knowledge across cloud and security services/technologies: including but not limited to Azure, AWS, Load Balancing and Domain Names and DNS Management
- Ability to work in a highly pressurised environment in terms of volume and intensity of activity.
- Proven collaboration skills and strong written/oral communication skills.
- Experience of writing technical customer documentation.
- Ability to deliver against goals as part of a team or as an individual.
- Experience of data centre network technologies.
- Ability to translate technical language for the appropriate audience
In addition, the following are highly desirable:
- Previous experience within a managed service provider, professional services or telecommunications environment.
- Hands on provisioning and troubleshooting experience with Voice technologies (Avaya, Cisco call Manager, Hipcom etc),
- Technical and relevant non-technical qualifications (such as Fortinet NSE4).