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KEY FACTS

  • Role: Network Support Engineer – Cisco
  • Reference: NKY_ 0028
  • Start Date: ASAP
  • Job Type: Full-Time
  • Security Clearance: DV
  • Sector: Defence & National Security
  • Salary: Market Beating Package
  • Location: Onsite in Farnborough & Reading

Job Description

Networkology is currently recruiting for a Technology Consultant to join our Network & Communications teams Technical Assistance Centre (TAC) & support services.  

As a Networkology TAC Network Support Engineer, you will provide support for Cisco network routing, switching and data centre fabric products and services (both hardware and software) and the technologies used to interconnect network devices and end systems/hosts. You will collaborate internally and externally with our customers, vendor TACs & 3rd parties to troubleshoot & debug issues with our customer’s networks. You will require exceptional analytical skills and technical knowledge to solve complex product and network problems. Effectively utilise lab setups to recreate and solve problems, act as a technical expert, and support various customers and their networks. You will have excellent verbal and written communication skills.

 

Duties & Responsibilities

Providing TAC support services to customers delivering the following:

  • Provide a point of contact and a prioritisation service for network incidents based on severity guidelines.
  • Provide onsite and remote technical support utilising customer internal/external communications.
  • Full technical case management for all incidents and queries associated with customer network infrastructure and technologies.
  • Management of all related support cases through to successful conclusion.
  • For network incidents that are unable to be resolved, engage with vendor TACs on behalf of customers and lead technical liaison between the vendor TAC and the customers, facilitating the capture of relevant information, analysis and remediation until resolution of the case.
  • Logging and dealing with customer technical queries with vendor technologies, successfully addressing or routing to the appropriate vendor SME resources.
  • Work with customer & third parties as required to resolve any incidents escalated to vendor TAC Support by customers.
  • Work with customer, vendor TAC and third parties as required in a lab environment to reproduce any issues observed in production networks to resolve such issues.
  • Preparing customer data which is being sent out of the customer location and providing the prepared data to the customer to approve before the data leaves the customer site.
  • In critical escalation situations, act as a point of contact and technical co-ordination between vendor resources such as TAC and Business Units and produce any reports as required.
  • Configuration and troubleshooting of technical issues logged with vendor (where possible).
  • Review and issue as agreed with Customers Field Notices, PSIRTS, EOx and Bugs.
  • Work with customers/other third parties as required to assist with the resolution or mitigation of vulnerabilities.
  • Attend monthly meetings (both internal and customer, vendor facing) with the customer to review the Service, lead technical service overview presenting statistics and responding to questions as required, present key findings and recommendations for service improvements.
  • Work with our customers to identify opportunities for continual service improvement.

 

Skills, Knowledge & Experience

Essential:

We require a Technology Consultant with experience of the following:

  • Cisco networking routing and switching (Nexus/Catalyst) platforms, & technologies.
  • Excellent troubleshooting skills and a methodical thinker to identify root cause and resolve complex issuesincidents.
  • Thorough understanding of the OSI model and TCP/IP.
  • Routing Protocols, BGP, OSPF, RIP, EIGRP.
  • Ethernet, VLANs, Port Aggregation (EtherChannel, LACP, VPC etc), 802.1Q Trunking.
  • Excellent verbal and written communication skills.

 

Desirable:

Knowledge & experience in one or more of the following:

  • NOC/SOC experience (2nd/3rd line).
  • Cisco ACI, Hyperflex & UCS platforms.
  • Cisco Firepower and or ASA.
  • Cisco ISE.
  • BGP EVPN VXLAN.
  • IPSec/SSL VPNs.
  • Packet level analysis utilising packet analysers e.g. Wireshark.
  • Juniper Routing & Switching platforms & technologies.
  • Awareness of ITIL.

 

Certifications

Essential:

  • Cisco CCNA

Desirable

  • Cisco CCNP
  • Juniper JNCIA

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