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2nd Line Network Support Engineer

JOB TITLE: 2nd Line Network Support Engineer

DIVISION/BUSINESS UNIT: Operations Bridge       

ACCOUNTABLE TO: Chief Delivery Officer

OFFICE BASE:  Newbridge / Hybrid

SALARY: Dependant on experience (plus shift allowance)

 

*This role requires the successful applicant to undertake shifts / unsociable hours*

Job Purpose

The Commsworld Managed Operations (CMO) function is primarily responsible for the proactive monitoring and incident management of Commsworld’s critical customer connectivity and communication services (covering WAN, LAN, WiFi, Firewall and Telephony / UC services).

The “CMO” provides proactive management of any issues, incidents and change requirements over 24x7 / 365 days per year. The team are equipped to analyse and instantly invoke incident management procedures as required.

The core responsibility of the CMO is:

•         Proactive monitoring of networks, environment and servers

•         Incident Management

•         Availability management

•         Applications monitoring

•         Performance monitoring.

•         Coordination with 3rd party network and hardware suppliers

•         Intelligent eyes and hands

                                                                                     

Key Responsibilities

As a minimum you may be called upon to undertake all or some of these activities as required

 

*Working in a shift pattern of 12 hours per shift with other colleagues on a 4 days on / 4 days off basis* (with approximately one in every 5 shifts being a night shift) you will:

 

Monitor Network Management System (Solarwinds) for any network alerts and respond accordingly

·       Check for planned outages

·       Check for power issues in the local area

·       Contact site

·       Raise ticket(s)

·       Troubleshoot network issues

·       Arrange site visits

Monitor Airwave for any WAP related alerts and respond accordingly

·       Check for planned outages

·       Check related equipment

·       Contact site

·       Raise ticket(s)

·       Troubleshoot issues

·       Arrange site visit

Attend sites out of hours

·       Aim to restore service during a fault

·       Power down/power up equipment as part of planned works

·       Ensure site documentation is correct

·       Escalate where necessary

First response to P1/P2 network tickets.

·       Investigate issue, making initial assessment and attempt to resolve

·       If unable to resolve, pass to 3rd Line engineers or log out to 3rd Party

·       Provide regular updates in accordance with KPIs

·       Escalate where required

Manage Network tickets

·       Assess new tickets, work on 1st engagement fixes, and assign accordingly where required.

·       Ensure ownership of tickets and pass child-tickets to resolver groups where required

·       Escalate where required

Change Management

•         Monitor and manage planned outages and customer communication. 

 

Knowledge / Skills / Background / Qualifications

•         Demonstrable experience of supporting customer ICT and Network Infrastructure (both remotely and physically).

•         Knowledge and experience of working to ITIL Best Practice in respect of Incident, Change and Problem Management.

•         Experience of HP and Juniper routers, switches and WAP’s
 

Additional Information
 

 

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