As a member of the Hosted Security Networks Support team you will be responsible for maintaining the smooth operation of all aspects of customers' hosted infrastructure. Essentially a support role, the core activities include customer liaison, diagnosis and resolution of faults, investigation into recurring issues, planning and implementing of change and offering technical advice to customers. You will be a proven troubleshooting with an excellent understanding of the OSI Modeland strong networking skills, ideally with a cross skill of Network and Security devices. Technical mentoring will also be a key deliverable expected from this role. This role also requires you to support the Technical (Non-customer service) teams with any design related inputs and activities. In addition to this they will need to do a solution QA for the customers we manage. Product trainings need to be delivered to the new joiners.
•Workingto Predefined SLA's & KPI's
•Troubleshooting and resolution of Incidents, working to critical SLA's.
•Configuration and routine housekeeping, including layer 2/3 troubleshooting, device upgrades and replacements.
•Planning and implementing of customer and internal changes, based around an ITIL framework.
•Solution QA forthe customers we manage.
•Coaching other members of the support team, sharing technical and customer knowledge in a helpful and timely fashion. This will typically include producing documentation and/or developing and delivering technical briefings or coaching sessions for colleagues.
No Direct Reports