Technical Delivery Specialist

Roles & Responsibilities: (What youll do)

● Our Technical Delivery engineers have a strong focus on the client and delivery to meet their requirements, resolve issues, and provide a professional service to their satisfaction.

● The ideal candidate must have demonstrated responsibility for maintaining and developing the technical skills required to provide these services to our customers by performance indicators and service level agreements.

● This will include maintaining good customer communication as a point of escalation and proactively managing internal support escalations through all supporting levels.

● Day-to-day expectations include:

o Responding to Incidents referred to the team queue.

o Resolving Incidents within the customer Service Level Agreement (SLA).

o Planning, Scheduling, and Completing Service Requests at an agreed time with the customer, within SLA.

o May be required to be part of an on-call Rota to support out-of-hours Incidents (approx. 1 in 4 weeks

Qualification & what you have:

● BTech/MTech, BCA/MCA, or University degree or equivalent qualification in a related discipline ● Relevant technology certifications in at least one associate level as appropriate to the technology specialism of the role: o Connectivity (NSE4, JNCA, PCNSA, CCNA) o ITIL V3 or V4 Foundation

Experience:

● 5+ years of professional experience.

● Working with relevant technology and delivering brilliant technical services including proven working experience in installing, configuring, and troubleshooting complex systems and environments.

● Understanding of the ITIL processes, particularly change and incident management

● Proven experience in delivering effective communication

● Experience working in a fast-paced managed services environment is desirable.

● Strong relationship building skills

• Foundation-level technical background in at least one of the following:

• Network Security Devices/Firewalls (Fortinet Fortigate, Palo Alto NGFW)

• Switching/Routing Connectivity (Juniper EX, Juniper SRX)

• Wireless and mobile technologies (Ruckus, Cisco WLAN, FortiAP, 3G/4G/5G)

• Logic Monitor (or similar monitoring product) • Security ______________________________________________________________________________