Key skills
FirewallsSwitchingCLeadershipCommunication
About this role
Role Overview
- Provide proactive and reactive Level 2 technical support
- Ensure customer networks remain operational
- Resolve incidents within agreed SLAs
- Triage and resolve complex network incidents in Cisco LAN, WAN, WLAN and SD WAN environments
- Collaborate closely with Level 1 NOC Engineers, Incident Managers and Operations leadership across your POD
- Use monitoring tools, documentation and knowledge articles to support efficient fault diagnosis and resolution
- Maintain clear, accurate documentation and communication throughout the incident lifecycle
- Deliver outstanding customer experiences
- Take ownership of issues through to resolution
Requirements
- 5 plus years ICT experience
- 3 plus years hands on network support in a service provider environment
- A current CCNA or CCNP or higher certifications is mandatory
- Strong experience across LAN, WAN, WLAN, MPLS and SD WAN networks using Cisco, Meraki and Fortinet technologies
- Proven capability in Cisco routing and switching, including Cisco Wireless AirOS and 9800 WLC and Cisco Catalyst Centre DNA C
- Exposure to Cisco Catalyst SD WAN, ASA and Firepower firewalls, and Cisco ASI is desirable
- Excellent English communication skills
- Strong troubleshooting skills and customer focus
- Ability to stay organised, work under pressure and meet tight SLAs
- ITIL V3 or 4 Foundation certification or higher is desirable
Tech Stack
- Firewalls
- Switching
Benefits
- HMO with dependent cover
- Extra vacation leave
- Public holiday swaps that reflect cultural and family diversity
- Extended maternity leave
- Flexible work options
- Leadership and development programs
- Paid volunteer leave
- Extra allowances
- Employee discounts
- Access to a wellbeing platform filled with expert fitness, nutrition, and mental wellness resources