Job Openings Network Services Engineer

About the job Network Services Engineer

JOB PURPOSE

As a Network Services Engineer, you will be part of a team that is responsible for the operational delivery of our portfolio of enterprise network and security services, including but not limited to LAN, WAN, WLAN, firewalls and our Managed Network products.

In this role you will demonstrate a high-level of technical skill by acting as the first escalation point for network and security incidents, identifying the root cause of problems, servicing requests, escalating to senior colleagues and vendor TAC as required, and executing changes across the estates of Sure enterprise customers. In addition to this, you will be able to apply your technical knowledge in the monitoring, support, and operational maintenance of the operational tool set along with the implementation of both wired and wireless networks, and the configuration and deployment of Cisco, Cisco Meraki, Unify/Ubiquiti and Fortinet hardware.

This role is very much hands-on, both on and off site, implementing and supporting technical solutions as developed by senior colleagues and/or Professional Services Consultants while also fostering strong relationships with clients and demonstrating a high level of customer service.

The team members operate a retained callout schedule to provide exceptional levels of technical expertise 24x7x365.

MAIN DUTIES AND RESPONSIBILITIES

Specifically, but not restricted to:

Incident & Problem Management

  • You will identify and resolve faults (on or off site) affecting devices covered by a Managed Services or an Essential Support contract, or where a customer elects to purchase support on a T&M basis.
  • You will work in close collaboration with the B2B Operations management team, other teams within the group, customers, vendors and third parties to ensure KPIs are met, and that internal and external escalations are triggered where necessary.
  • You will use your experience and skills to bring network and security related incidents to resolution as soon as possible, following up where necessary with root cause analysis via the problem management process.
  • You will act as a Subject Matter Expert (SME) regarding your areas of technical specialism and additionally with regard to Network Support systems, tools and processes/procedures.

Request Fulfilment

  • You will carry out customer requests (on or off site) for changes to devices covered by a Managed Services or an Essential Support contract, or where a customer elects to purchase assistance on a T&M basis.
  • You will ensure that service catalogue requests are identified as either chargeable or non-chargeable and arrange for the customer to be billed where applicable.
  • You will fulfil such requests in line with the change management processes of both client and the customer.

Operations and Maintenance

  • You will assist with the operational delivery of our Managed Services and Essential Support Services, specifically incident management, problem management, event management, change management and continual service improvement.
  • You will contribute to the build and maintenance of all Network Support systems and tools.
  • You will contribute towards achieving team objectives and KPIs, such as network/service reliability metrics, including service level agreements, mean time to repair, alarm recovery, and system availability.
  • You will assist in the production of work instructions, processes, procedures, and other such knowledge articles, and provide mentorship and training to other support staff as and when necessary.
  • You will perform regular housekeeping and maintenance activities, to include operations-centric data in the Network Support systems and tools.
  • You will participate with the transition of new customers and services both into and out of production via the Network Support on/off-boarding processes and procedures.

Datacentre

  • Deliver and coordinate the delivery of physical cabling and racks for datacentre customers
  • Deliver and coordinate the delivery of remote hands and eyes for datacentre customers
  • Ensure that the datacentre(s) are kept to a high standard of tidiness
  • Coordinate and support the tidiness of datacentre build or prep areas provided by Sure
  • Greeting third party contractors who are working under instruction from Facilities
  • Perform datacentre walk around looking for untidiness, faulty systems, and general infrastructure problems, reporting to relevant managers.

Projects

  • You will participate as a project resource where necessary. Example projects include new tooling, enhancements to existing tools, systems migrations and working with customers at the design, configuration and deployment of new services.
  • You may be involved in the identification and /or creation of new managed services.

Administration

  • Peer review Change Advisory Board (CAB) documents for both internal and client CABs, ensuring thorough planning and risk mitigation.
  • Produce comprehensive project documentation, maintain Managed Service Client knowledge bases, and ensure all materials adhere to ITIL standards and our operational, maintenance, and provisioning procedures to support reliable managed services operations that meet ongoing customer needs and service levels.
  • Work with senior colleagues and/or consultants to draft Project Statements of Work (SoW), ensuring clarity in project deliverables and roles.
  • Ensure that Services/Projects are documented and delivered effectively.
  • Ensure Service Tickets are completed and documented accordingly.
  • Identify risk areas and communicate these to the team if necessary.

SKILL REQUIREMENTS

Essential

  • Cisco CCNA or comparable network related certification, or the ability to gain such within a year.
  • Some experience of working with IP routing and switching environments.
  • Technically skilled, highly motivated individual.
  • Strong analytical and problem-solving skills.
  • Good communication skills, both verbal and written.
  • Strong customer service skills.
  • Well organized and methodical.

Highly Desirable

  • Demonstrable experience supporting the following
  • Cisco Switching
  • Cisco Wireless
  • Cisco Meraki solutions
  • Cisco Routing
  • Cisco Firewalls (ASA and Firepower)
  • Fortinet firewall products
  • Unify/Ubiquiti products
  • Experience of Managed Service Provider environments, ideally with Networks and/or Firewalls or cloud services.
  • Experience of an operational delivery role, ideally within IT, service provider or telecommunications networks, infrastructure, datacentres or cloud-based products and services.
  • ITIL Foundation (v3 or above preferred).
  • Educated to at least A-level/BTEC Level 3 standard with good pass results.

Personal/Behavioural attributes:

  • Diligence and attention to detail are key skills along with ability to multi-task and prioritize work appropriately.
  • Eager and quick to learn new skills and technologies.
  • Proactive. Able to use their initiative to tackle a broad range of problems.
  • Ability to work either as part of a team or independently and prepared to muck in when required.
  • A cheerful and optimistic attitude to work.
  • High degree of customer focus.
  • Good interpersonal skills with both internal and external customers.