2 Lumen Technologies Jobs

Position Summary:

• Resolving first, second and third level support problems; 75% of which will be resolved without escalation.
• Escalating to the relevant Engineering team as required, promptly following procedures and ensuring management is updated accordingly.
• Ensuring the customer and ticket is up to date at all times on incident progress.
• Maintain, troubleshoot and co-ordinate replacement of faulty hardware.
• Involved in the execution of client change requests in a timely manner as planned by Customer Account Manager, Engineering and Command Centre Manager.
• Escalation of critical issues/outages to Command Centre Manager and Customer Account Manager as per procedures.
• Provide detailed feedback to other groups on all incident resolutions, ensuring full details are entered into ticket case notes.
• Daily review and action of open cases; updating Command Centre Manager on current cases and their status as appropriate.
• To provide comprehensive handovers to peers at the end of shift.
• Attend Daily Operations and Change Review meetings as required.
• Logging cases to 3rd party vendors requesting assistance on unresolved issues.

Minimum Requirements:

• Confident and Professional dealing directly with customers.
• Outgoing team player with the ability to liaise with other team members and take the lead on decision making.
• Positive and Pro Active attitude.
• Working knowledge/understanding of Microsoft products.
• Troubleshooting basic Server problems.
• Ability to work under pressure.
• Supportive and committed team player.
• Experience of using Ticket Management tools.
• Escalations are performed within the SLA timescales.
• Good commutations with customers is required throughout incident lifecycles.
• Engineering and Senior Management are kept abreast of appropriate escalations.
• Analytical skills.
• Have excellent written and verbal communication skills.
• Be organized and be able to work under pressure.
• Detailed working knowledge of a range of networking and security technologies, including:
• Cisco switches and routers
• Azure networking (vNets, Virtual WAN, HUB, VPN sites etc...) and security (NSG etc…)
• Lenovo Switches
• F5 Big-IP load balancers, Kemp LB,
• Check Point and Endpoint Servers.
• Sophos Firewalls.
• Cisco WIFI technology.
• Good knowledge in Bluecoat Proxy, Meraki Devices
• RSA Server Management.
• Able to demonstrate understanding of key networking concepts, including:
• TCP/IP
• Layer 2 and layer 3 switching and routing
• Routing protocols such as BGP, EIGRP and OSPF
• Security solutions such as firewalls, IDS/IPS, VPN, and SSL Certificates
• Load balancing best practices
• Radius/NPS setup and administration.
• In-depth troubleshooting and strong analytical skills.
• Use of packet capturing technologies such as Wireshark and NetScout.
• Knowledge of platform technologies including Microsoft Windows, DHCP, DNS Unix and/or Linux.
• Ability to design, implement, and support network and security domain.
• ITIL accreditation.
• Should have good experience on IP soft, Netflow and Solarwinds tools.