Secondary Skills: Technical Support, Network Administration
To build and support the VMSG Data Centre network equipment, including configuration of Cisco switches, Load Balancers and multi-vendor Firewall layers. To design network solutions to meet customer specific requirements. To oversee the change management processes relating to all network changes. To support customers in any changes required for sold solutions. To provide escalation support, for customers both internal and external, on network related issues including: Investigating and resolving problems, Incident handling, Availability and performance monitoring, Routine start-up and close-down and maintenance of operating plans and schedules.
Develop a strategy for networking security in line with industry best practice
Participate in the ongoing definition and delivery of Service Improvement initiatives, associated processes and standards [ITIL and MOF] designed to suit the requirements of the Managed Services team, whilst meeting customer requirements and contracted service deliverables
Customer Incident and Problem resolution
Documentation of lessons learnt to be fed back into the system so minimizing end-user calls.
Technical documentation /TADs/ build documentation / run books on systems are created / kept up to date and in the specified format
Impact on Business:
Ensure that the appropriate systems and applications are installed, configured, monitored, managed and maintained in accordance with the Companys policy and industry best practice
Ensure that the networking security perimeter for the infrastructures VMS manage is in line with best practice standard.
Diagnosing faults and providing complete resolution to customer satisfaction.
Working as part of the team to ensure the department offers World Class Customer Service at all times.
Be the directly contacted group for specified Managed Services customers
Interfaces with Customers, Suppliers & Third parties
Own the customer relationship, handling and resolving technical and account calls in an efficient and timely manner.
Ensuring all calls are handled within target SLA
Provide accurate and timely information by investigating fully all customer enquiries, by using available equipment and applications, to ensure that incidents & problems are resolved efficiently.
Managing suppliers, third parties and customer relationships to deliver a timely, effective and efficient solution.
Excellent verbal and written communication skills
Strong Cisco network experience Layer 3 IP Routing (WAN, Frame relay, IP routing using BGF, OSPF and EIGRP), Cisco Firewalls, VPNs and all Cisco Routers
Core knowledge of IT Network Infrastructure
A proven track record of success in a 2nd/3rd line support role with skills across a wide range of technologies.
Experience of working in Technical Support / Implementation area.
Catalyst switches including 6500s
BIG IP F5 experience.