3rd Line Network Specialist

TN United Kingdom; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a 3rd Line Network Support Engineer to enhance their innovative services. In this role, you will manage support tickets, provide advanced troubleshooting, and collaborate with various teams to ensure seamless customer experiences. Your expertise in network protocols and security will be vital as you handle escalations and mentor junior engineers. This position offers a dynamic environment where your contributions will directly impact client satisfaction and service excellence. Join a forward-thinking company that values innovation and teamwork, and take the next step in your career with us.

Qualifications

• CCNP or JNCIP-ENT level knowledge required.
• Experience in configuring and troubleshooting network security devices.
• Ability to troubleshoot and isolate network faults.

Responsibilities

• Manage and own support tickets for existing customer services.
• Provide 3rd Line support for customer queries and escalations.
• Plan and complete projects assigned by the Head of 3rd Line Network Support.

Skills

CCNP knowledge

Network troubleshooting

Layer 2 and 3 protocols

Packet capture and interpretation

Network security devices

Cloud products familiarity

Network automation (Ansible/Python)

Tools

Cisco

Meraki

Aruba

Palo Alto

Fortigate

Cisco ASA

Azure

Amazon AWS

Job description

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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.

Overall purpose of the job:

• To manage and own support tickets in relation to existing customer services
• To design and implement changes as per client’s requirements.
• To work closely with the 2nd Line Service Desk team and the Solution Delivery team to assist in supporting customers and configuration tasks.

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

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