Network Security L3 Engineer
Principal Responsibilities :
Plan and execute the in-depth technical activity, influencing the direction of activities / plans and providing technical insight and guidance to others.
Investigate and help resolve issues on the customer's network and IT estates using agreed troubleshooting methodologies.
Manage support cases to enable fast resolution that exceeds our customer's expectations.
Ensuring accurate recording of all cases using the Company's ticket management tool and closing within agreed timeframes.
Using the central document repository, to ensure knowledge sharing across the team and enable best practice.
Supporting and taking ownership of ad-hoc projects to develop the capabilities of the Ideal Service Centre.
Supporting the wider team with knowledge share, via knowledge base communications (emails, how-to guides, etc.) and contribution at team meetings.
Key Performance Measures :
Ticket SLAs and KPIs are achieved
Escalation procedures, policies and working practices are adhered to.
All records relating to Service Requests, Incidents, Problems and Knowledge Management are completed accurately and within the agreed timeframe.
Projects are delivered in line with project quality standards.
Requirements : Specialised in supporting one of the Cisco architectures with a broad technical competency in supporting the following :
Cisco and Palo Alto security, Cisco switching & wireless, Cisco Datacentre (UCS, Nexus, NetApp / Nimble & VMware) and Cisco Collaboration (CUCM, UCCX, Unity)
Cisco CCNP or multiple CCNA across different architectures.