3rd line support Cisco products
|Job Title:||3rd line support Cisco products|
|Salary:||£45000 per annum|
|Contact Name:||Karen Brown|
|Job Published:||September 16, 2016 17:46|
The responsibilities of the IT Systems Engineer role include:
3rd level technical support of a wide range of network hardware and software technologies.
Escalated incident resolution.
Service request fulfilment.
Management of configuration items within the remit of the Infrastructure Team.
Provision of excellent customer service.
Achievement of service level agreement KPIs.
Active contribution to the continual service improvement plan.
Resolution of escalated incidents and the restoration of service within agreed SLAs.
Incident closure and re-categorisation.
Where necessary, following the agreed escalation process.
Incident ownership, monitoring, tracking within the IT service management tool.
Regular communication with users and colleagues, advising them of the progress of incident resolution.
Service Request Fulfilment:
Fulfilling of service requests, ensuring that correct authorisation has been received.
Progression through to resolution of service requests according to the agreed process and procedures.
Communication with the users and colleagues as to the status of outstanding service requests.
Working with LGC Procurement and external suppliers in purchasing software and hardware, as required.
To account for and track all IT infrastructure assets that are deemed configuration items, throughout their lifecycle and administer in the asset registers and monitoring systems.
To put appropriate security and controls in place to protect assets.
Ensure that information and data in the IT service management tools and monitoring systems is current and correct.
To provide excellent customer service at all times.
Awareness of all service level agreements, operating level agreements and under-pinning contracts that form part of IT services.
Achievement of KPIs as stated in the service level agreements
Field Service Management:
Call management of escalated remote incidents and service requests.
To assist, via remote control, in resolving remote incidents and service requests.
To attend remote sites, if required.
Collecting and sharing technical knowledge.
Documenting processes and systems to knowledge share with other members of the team.
Proactively making suggestions or recommendations for the continuous service improvement plan, whether technical, procedural or process driven.
Production of management reports.
Support of laboratory computers, as appropriate.
Required knowledge, experience and technical skills
Two years' experience of working in an IT service delivery environment.
Strong working knowledge of:
HP Blade chassis virtual connect modules
Fibre Channel networking components
Cisco switches, routers and firewalls
Wireless LAN Controllers and access points
Cisco VPN experience
Able to relate to all levels of the business user community
Essential competencies and behaviours
Very strong problem resolution experience with excellent trouble shooting skills - must be able to solve technical problems that are complex in nature.
Strong communication skills, verbal and written.
Can-do attitude, focused on meeting deadlines and high quality deliverables
Self-starter able to proactively work under own initiative.
Team player that motivates and educates other team members
Highly developed sense of customer focus.
Due to the highly sensitive nature of the work, applicants should note that security clearance may be required for this role in addition to random alcohol/drug screening.
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