You will be required to support engineers with full responsibility for resolving customer faults
Your new company
My client is a leading telecommunications company who provides world-class network and communications services to information-intensive businesses across Europe, Asia and North America.
Provide incident, problem, change, configuration and service request management
Proactively monitor, troubleshoot, diagnose and resolve faults in the customer servers and equipment according to agreed SLAs.
Participate in a 24/5 shift pattern – extended days Monday to Friday
Knowledge or experience with interfacing into WAN/LAN Networks would be advantageous
Have full knowledge of the customer specific networks and services
Providing a professional service desk to the customer, acting as a single point of contact for all their issues.
Build and maintain working relationships with key internal teams and functions
Manage and coordinate tasks assigned to other teams, such as on site or Technical Assistance Centre teams.
Maintain a clear and accurate record of events throughout a fault duration utilising the defined customer fault management system (HP Service Manager) and provide regular updates according to agreed SLAs
Resolve or escalate faults as appropriate, according to agreed SLAs
Identify, Plan and Implement solutions for re-occurring problems on customer servers and equipment.
Technical report generation for customer RFO/RCA requests
Technically manage and implement software upgrades and releases in co-ordination with the customer and client teams.
Direct experience in managing, maintaining and fault finding services in some or all of the following:
Security – Fortinet 300D/1500D, NAT, ACL, MACsec, Ipsec, IPS, AV
Server – Cisco UCS 6200 Series, Solarflare 10G NICs
Storage – EMC Isilon X410/S210, EMC VNX5200, Mellanox Infiniband Switch, NFS, iSCSI
OS – RHEL6, Win 2012
Hypervisor – VMware ESX5.5
Messaging – 29West
Services – LDAP, DHCP, DNS, NTP, FTP
Orchestration – UCS Director, vCenter, vRealize
Monitoring – Corvil, Geneos, Solarwinds(TBC), Splunk(TBC), Netbrain(TBC), CyberArk(TBC)
Timing – PTP Service (GPS Antenna, PTP Server)
Excellent English language, written and verbal.
Japanese language a strong advantage
Microsoft certification – MCSE, MSP, MCSA
Specific training for the technologies included above
Excellent customer facing skills, dealing with specialist requests regarding overall solutions and not limited to a single technology.
A meticulous approach to information recording and documentation
A logical approach to fault finding and troubleshooting
Ability to control and co-ordinate complex technical situations in a calm and professional manner
Extremely customer focused and able to communicate effectively with all required parties including internal/external partners and customers
What you need to do now
If you’re interested in this role, click ‘apply now’ to forward an up-to-date copy of your CV, or call us now.
If this job isn’t quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.
Contact: Jagdeep Bhangal