GBP - GBP
Job Description
Cisco Network Engineer – Quinton (Birmingham) - Hybrid
Telent Technology Services Limited is a leading technology company and specialist in the design, build, operation, and maintenance of the UK’s critical digital infrastructure, drawing on decades of experience in mission critical communications and technology.
With a strong focus on key customer areas including transport, emergency services, network providers and the public sector, our expertise, accreditations, and knowledge make us a trusted partner for organisations at the forefront of the digital revolution.
Key Responsibilities:
- Work as part of a dedicated engineering team providing technical Solution support for Highways England NRTS and Corporate LAN Network.
- Responding to problems escalated via the NRTS Service desk/NOC and progressing the issue until closure to the customer's satisfaction, liaising with the NRTS NOC , field O&M/ customers during the life of the open problem, endeavouring to meet customer contractual SLA's/KPIs.
- Act as a single point of contact (Customer Technical Advocate) for the customer and internal stakeholders for Corporate LAN Network
- Updating and documenting Service Requests on a Remedy system
- Participation in a 24-hour call out rota for outside of normal working hours support.
- Maintaining up to date product and technology knowledge
- Escalation of product defects to the appropriate Business Division or third parties.
- Attendance at customer meetings
- Build relationships, customer trust, manage difficult situations, and negotiate conflict resolution.
- Advocate for the customer during system outages/impairments and priority setting towards Telent for open issues.
- Maintain customer satisfaction by assisting providing services that are fully compliant with the KPI.
- Deliver Level 2 technical support; synchronize and communicate between Technical Support team, NOC, and customer. Ensure proper customer follow-up and escalation.
- Facilitate identification of control mechanisms and critical action/recovery paths for system components
- Assist on providing Proactive Maintenance by monitoring and anticipating network performance with the result of avoiding issues/outages in the customer network.
- Assist on providing conduct network performance analysis in order to assess the impact of a problem and to solve customer service-related issues.
- Manage preparation and execution of service migration MOPs, network upgrades and retrofits, and ensure related communication towards the engineering team.
- Timely notification anomalies with respect to products and their operational configurations, to avoid known issues in NRTS and National Highways Corporate Network which may have potential operation impact. Analyze if a technical document (procedure, notification) is applicable to the NOC, field O&M and propose Action Plan
Key Objectives:
- Deliver to agreed service standards - including monitoring and tracking of SLA's/KPIs
- Provide the required Management Information & regular management updates.
- Qualitative Input into the appropriate database/s to track and manage standard and bespoke processes.
- Designing and implementing new SD-WAN solutions
- Monitoring network performance
- Producing network support documentation
- Create workarounds, solutions, and mitigations for identified issues.
- Identified issues requiring more detailed and in-depth analysis and escalate to product manufacture.
- Implement Approved Configuration Changes.
- Obtaining appropriate documentation in connection with the customer's request, as per the defined processes.
- Dealing with, monitoring of, or escalation of issues in an appropriate and timely manner, ensuring recording of all relevant details for dissemination into the business.
- Attendance at Customer, supplier and Team meetings as required.
- Undertake 'Special Projects' or Task / Process ownership, at Managers request, to facilitate self-development.
- Analyse the event information for trends and patterns that indicate performance degradation, early indicators of failures, reoccurring events and raise these to Problem Management Team
- Supports the Problem Resolution Manager with trend analysis related to proactive Problem Management.
- Attend Tier1 & 2 National Highways Corporate sites as and when required necessary.
- Take part in the on-call rota to provide out of hours remote support for National Highways NRTS and Corporate LAN Network.
Constraints:
- Constant priority changes.
- Liaison across different functions and management groups.
- Providing service to customers through third parties thus effecting control over service delivery.
Must be able to demonstrate sound technical understanding in several of the following disciplines:
- Skills in Cisco switches and routers, Cisco Umbrella, and Meraki devices
- Proficiency in maintenance and firmware upgrades
- Knowledge of Infrastructure Security, network management tools, MPLS, SD-WAN, VPN, and routing protocols
- Have knowledge of and experience with the data, network and transport layers of communication or networking systems, IPV4/6, TCP, and other emerging protocols.
We are guided by our values and behaviours:
- Be Inclusive
- Take Responsibility
- Collaborate
- Be Customer-focussed.