Job Description

Key responsibilities for this job:

Regular communication verbally and written with existing customers

Provide 3rd Line support for incoming customer support queries and escalations from the 2nd Line Service Desk

To take ownership and effectively manage support tickets for incidents, change and service requests

To plan and complete projects as assigned to you by the Head of 3rd Line Network Support.

Documentation of customer solutions – CMDB, Visio documentation, technical summary write up

DR/Failover Testing

To provide support and mentoring to 2nd Line engineers

Provide resources to the solution delivery team in supporting the configuration and implementation of new customer projects

On-call rota out of hours for high priority incidents

Any other fair and reasonable task or duty assigned to you by your Manager, or any other senior Exponential-e Ltd staff member

 

Technical environment:

Switching; Cisco, Meraki, Aruba, HP, Dell, Juniper

Wireless; Cisco, Meraki, Aruba

Security; Palo Alto, Prisma, Fortinet, Cisco ASA

SD-WAN; Citrix, Viptela, Meraki, Fortinet, Nuage

Cisco NAC ISE, SD-A/DNAC, DOT1x

Cisco Nexus 7xxx, 5xxx, 2xxx series

 

Knowledge and experience required:

Demonstrable knowledge at CCNP (ENT/DC/SP/SEC) or JNCIP-ENT level

In depth knowledge of configuring and troubleshooting network security devices/protocols

Ability to troubleshoot and isolate faults to identify root cause and bring to resolution

Advanced knowledge of layer 2 and 3 protocols

Experience using at least one of the following firewalls: Palo Alto, Fortigate Cisco ASA. This should include experience of configuring and troubleshooting access lists, NAT, IPSec and SSL VPNs.

Strong knowledge of OSPF and BGP in an ISP environment

Proficient in packet capture and interpretation

Familiarity with Cloud products such as Azure / Amazon AWS

Experience working within a Managed Service Provider Environment.

Minimum Basic experience with network automation/programming such as Ansible/Python