Job Description

Complete logical troubleshooting and fault diagnostics, supporting with the swift resolution of customer incidents, escalating complex issues to the L3 team Perform regular network maintenance activities, including device configuration, firmware upgrades, and patch management, to ensure network stability and security Alert tuning and management of events that require remediation within the monitoring tool Ensure all SLA s and OLA metrics are met or exceeded, escalating where we are about to breach Be available to answer calls from customers and vendors if the L1 team are unavailable, logging all interactions in ITSM Request RMAs from vendors and follow the RMA lifecycle Attend customer calls and Major Incident bridge calls Create Hypercare reports Raise and implement standard and CAB approved changes Ensure incident lifecycle is followed, logging all interactions within ITSM Support ISP incidents from L2 to include circuit health performance. E.g. Iperf testing Participate in training sessions and professional development opportunities Requirements What you ll need Demonstrable experience in the following areas: A sound working knowledge of networking technologies including core switching, routing, wireless, firewall and infrastructure technologies. Familiarity with network monitoring tools and technologies is essential with at least 3 years hands on experience with large customer networks Meticulous attention to detail in network configurations, and troubleshooting steps Willingness to stay updated with the latest networking technologies, trends, and best practices through self-study and professional development opportunities Strong understanding of ITIL and IT Best Practices - Change, Request, and Incident management Experience of working in a customer focused support environment, providing an exceptional customer service experience Excellent communication skills including an excellent telephone manner and high customer service skills A Know when to escalate approach to incident handling prioritising customer needs Ability to take the initiative and be a team player Advantage but not essential ITIL V3 / V4 - Qualified or strong awareness Experience of Cisco Identity Services Engine (ISE) CCNA/Network+/NSE4/PCCET or equivalent qualification / proven experience SD-WAN Support experience (Silverpeak or Fortinet) The Xalient support functions play a critical part in maintaining operations and allows the organisation to deliver the highest quality service to our customers. Irrespective of the role, everyone is equally respected and contributes to the success.