Reports To : Location : Salary : About the Team
The Service Desk and Support team are a proficient, fast-paced and exciting team who are committed to providing excellent customer service.
As well as Cisco, we support a multitude of technologies such as HP, Citrix and Microsoft, which means you will work alongside engineers with a variety of skills and knowledge, giving you the opportunity to always learn something new.
As a Network Engineer, you will be primarily responsible for investigating Cisco related support issues and escalating, where necessary, to the relevant internal team or vendor.
As expected, on any support team it can be challenging but is also extremely rewarding when you see the issue through to resolution.
Provide technical support for all Cisco network and security customers, troubleshooting, diagnosing and resolving incidents to their conclusion, ensuring adherence to agreed SLAs and escalating to the vendor where required
Assist with raising TAC cases to Cisco where a fix, patch or workaround cannot be identified or found.
Provide hardware support and warranty management.
Working with both the Service Desk & Support and Services Integration teams on Customer and Internal projects, where necessary
When required, attend the Change Advisory Board (CAB) and Problem Reviews
Existing Cisco networking skills
A desire to provide outstanding customer experience
Background of providing network telephone support to either internal or external customers
CCNP / Cisco Certified Network Professional (R&S)
Practical experience of router and switch configuration
CCNA / Cisco Certified Network Associate (Security)
Experience with F5 Networks
Experience with Cisco Collaboration