2nd Line Network Engineer 24/7

Exponential-e; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An innovative company is seeking a dedicated support engineer to manage customer service tickets and work closely with technical teams. This role involves troubleshooting technical faults, communicating with clients, and documenting solutions. The ideal candidate will have a strong foundation in networking principles and excellent communication skills. Join a dynamic team that values learning and development, and be part of a company committed to inclusivity and employee growth. If you are eager to learn and make a difference in a supportive environment, this position is perfect for you.

Qualifications

• Knowledge of networking principles equivalent to CCNA R&S or JNCIS-ENT level.
• Excellent verbal and written communication skills with a professional phone manner.
• Strong customer service focus and ability to work under pressure.

Responsibilities

• Troubleshooting customer technical faults and driving fault resolution.
• Managing support tickets including incidents and change requests.
• Documentation of customer solutions and technical summaries.

Skills

Networking Principles (CCNA R&S or JNCIS-ENT)

Layer 2 Switching Protocols (STP, Dot1Q, QinQ, VPLS)

Layer 3 Routing Protocols (BGP, OSPF, EIGRP)

Excellent Communication Skills

Customer Service Focus

Ability to Work Under Pressure

Teamwork and Initiative

Eager to Learn and Develop Technical Skills

Education

CCNA Certification

CCNP Certification

JNCIS Certification

Tools

Cisco Switching

Meraki

Palo Alto

Fortinet

Wireshark

Unix Operating Systems

Python

Bash Scripting

Job description

Exponential-e

Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.

We're a company of innovators who think big and achieve bigger! Our people are crucial to the continuing success of our company. From our CEO to our new Graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do.

24/7 Shifts - 2 days (7am - 7pm), followed by 2 nights (7pm - 7am), followed by 4 days off

Overall purpose of the job:

To manage and own support tickets in relation to existing customer services and to work closely with the 3rd level engineers who provide an internal escalation point.

Key responsibilities for this job:

• Troubleshooting customer technical faults and driving fault resolution

• Regular communication verbally and written with existing customers

• Take ownership and effectively manage support tickets including incidents and changes requests

• Documentation of customer solutions - OSS System, Visio documentation, technical summary write up

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

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:

• Knowledge of networking principles equivalent to CCNA R&S or JNCIS-ENT level

• Knowledge of layer 2 switching protocols such as STP, Dot1Q, QinQ, VPLS
• Knowledge of layer 3 routing protocols such as BGP, OSPF, EIGRP, HSRP, VRRP
• Excellent verbal and written communication skills with a professional phone manner

• Flexible approach to work with the ability to work effectively under pressure

• Ability to work in a team with little supervision using own initiative

• Strong customer service focus

• Responsible and willing to take ownership

• Eager to learn and develop technical skills

• Positive and professional attitude

Desirable knowledge and experience:

• CCNA, CCNP and/or JNCIS certified

• Experience with Unix based operating systems

• Programming and scripting experience (python, bash scripting)

• Juniper platform configuration experience is ideal, SRX and EX series

• Firewall configuration experience is advantageous particularly with Fortigate, Palo Alto, Cisco ASA

• Experience with Alcatel SR & ESS

• Experience with using networking test tools such as Wireshark

Our People

Our people are what makes Exponential-e Group the company it is today. This year's employee survey highlighted that 81% of employees who took the survey, would recommend a friend to work for our organisation.

Learning and development are fundamental parts of daily life at Exponential-e. From their first day at the company, everyone is provided ample opportunities to develop their skills and broaden their horizons, with our own L&D team running a range of bespoke courses, based on the latest innovations and challenges across the digital landscape.

Exponential-e Group is committed to providing equal opportunities in employment and treating all employees with respect and dignity. The company respects and values the diversity of its staff, striving to maintain an environment where there is opportunity for everyone to feel valued, their talents to be utilised and for both personal and organisational aspirations to be met. Every employee plays a vital role in helping to create an inclusive working environment by understanding and harnessing difference in a positive way.