Network Engineer- Fixed Term 24/7 Shift based - London £30 - £35k + £5k Shift Allowance + Benefits A leading name within the Managed Services/Telecoms arena requires a Network Engineer with a solid background in Routing and Switching to work a 24/7 Shift basis The role:Provide 24x7x365 fault management as a technical single point of customer for customer faults.Fault issues To log customer faults/issues and correctly validate the incident in a timely manner to the correct departmentTo ensure that all the relevant information is captured correctly.Act as escalation point in line with fault processes and also manage the escalation as dictated by the Fault Management guidelines. To monitor environmental alarms and escalate to internal/external suppliers as necessaryTimely raising of proactive incident tickets for alarms flagged on monitoring systems.?To help ensure contractual SLAs are met or exceeded.Take ownership of Major Incidents (MSOs) escalating to management and 2nd Line internal groups as necessary.Ability to manage a crisis effectively, making decisions whilst also escalating and communication to the next level as appropriateTo ensure all testing and checks are carried out correctly before passing to 3rd line support (NOPs).To operate queue management on the ticketing system and ensure customers are provided with updates at set intervals.Maintain professional working relationships with both internal and external bodies taking ownership of all faults and queries to achieve resolutionDemonstrate an ethos of superior 'can-do' customer service and the proactive approach of 'going the extra mile' for the customer.General Responsibilities:To undertake any other reasonable task as directed by the Director, Customer Relations.To generate idea's to assist in improving process and procedure to enable maximum operational efficiency.Adopting and undertaking departmental practices.Give support to the definition and documentation of processes and procedures to aid continual development of the team.Ensure that you are kept abreast of new technologies and services offered Skills required:Highly 'Service' orientated with excellent customer facing skillsAbility to work under pressure and within tight timescales To be able to effectively communicate with higher management levelsCommercial awareness and acumenResponsible and dependable "Can do" attitudeAnalytical skillsStrong team workerResults orientatedThe ability to establish and build relationships with customers and 3rd partiesThe ability to act independently as well as being a valuable team memberCCNA, CCNP IP/SIP trouble shooting commandsServer operating environments and web hosting serversTCP/IP and interworking techniques 1st line maintenance and alarm monitoring for core routing network elements e.g Cisco, Juniper24/7 Shift based - London£30 - £35k + £5k Shift Allowance + BenefitsNetwork Engineer- Fixed Term![]()
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