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SC Cleared* 2nd line Network Support Engineer,Contract,Solihull

Job Title: SC Cleared* 2nd line Network Support Engineer,Contract,Solihull
Contract Type: Contract
Location: Solihull, West Midlands
Salary: Negotiable
Start Date: ASAP
Duration: 3 month rolling
REF: CB - SOL - Cisco - 2_1534575612
Contact Name: Charles Bryan
Contact Email:
Job Published: 9 months ago

Job Description

SC Cleared* Network Support Engineer, 2nd Tier - Cisco - Solihull, Contract

Role Purpose

  • To provide a single point of contact for users, dealing with the management of both routine and non-routine incidents, problems and requests.
  • Provision of 1st line support for incidents with 2nd line capabilities. Escalation for technical issues will be into 3rd line.
  • This will be focused on the Meraki Product set for Routers/Switches/Access Points.
  • This will be a shift position working a 4 day on - 4 day off 4 night on - 4 night off rota on a 12 hour shift transitioning at 07:00 and 19:00.

Key Accountabilities

  • Supporting standard technical queries related to a single product/small set of products (e.g. Microsoft products, operating system, basic networking, PCs).
  • Develop an understanding of customer's environment and service delivery requirements to enable the delivery of a first class service.
  • Documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.
  • Escalates issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis.

Key Skills Required

  • Previous Network engineer experience required
  • Good understanding of Cisco networking - any Meraki product set is desirable
  • Happy to work shift pattern - 4 day on - 4 day off 4 night on - 4 night off, 12 hour shifts
  • Good communication skills

*Candidates must either have current SC Clearance or be willing and eligible to go through SC Clearance which can take up to 12 weeks

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