Senior Enterprise Support Engineer

Job Ref: LF 25341
Posted: 2022-06-30
Leapfrog Jobs

In this role you will be responsible for the operational delivery of a portfolio of enterprise managed services, including but not limited to managed networks, managed firewalls, managed operating system, and various managed cloud services.

If you have 3-5 years’ experience in a similar role, hold a Cisco CCNA qualification, demonstrable experience of working with; IP routing, firewall rules, NAT and VPNs and strong communication and customer service skills, then our client wants to hear about you.

Please note the successful applicant will be required to join a callout rota in order to provide out of hours cover that includes nights, weekends and Bank Holidays.

Location

Guernsey, Channel Islands

Responsibilities

Duties will include, but will not be limited to:

Leading the identification and resolution of faults across the managed services portfolio, acting as an escalation point within the team.
Working in close collaboration with the Service Assurance management team, customers, vendors and third parties to ensure KPIs are met, and that internal and external escalations are triggered where necessary.
Assisting with bringing incidents to resolution as soon as possible, following up where necessary with root cause analysis via the problem management process.
Undertaking pro-active problem management activities to identify the root cause of problems, implementing workarounds and permanent fixes via the change management process.
Acting as a Subject Matter Expert regarding areas of technical specialism and additionally with regard to the Enterprise Support systems, tools and processes and procedures.
Influencing the design, build and maintenance of Enterprise Support systems and tools, by identifying and evaluating areas for improvement and by implementing agreed enhancements.
Playing a key role in achieving the overall objectives and KPIs, such as network and service reliability metrics, including service level agreements, mean time to repair, alarm recovery, and system availability.
Producing work instructions, processes, procedures, and other such knowledge articles, and providing mentorship and training to other support staff as and when necessary.
performing regular housekeeping and maintenance activities, including operations-centric data in the Enterprise Support systems and tools.
Participating with the transition of new customers and services both into and out of production via the Enterprise Support on/off-boarding processes and procedures.

Skills / Qualifications

A well organised and methodical approach, with strong analytical and problem-solving capabilities and experience with operating system support, Active Directory, DHCP and DNS, along with diligence and attention to detail, quick to learn new skills and technologies and the ability to multi-task and prioritise work appropriately and remain calm under pressure and handle stressful situations are essential to the role.

How To Apply

For a full job description or further information on this role please call 711188, or email jobs@leapfrogjobs.com.

If you wish to apply for this role, please submit your CV via the Apply Now button below.
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