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3rd Line Network Support Engineer - job post

WhiteSpider
LeedsHybrid work
Up to £50,000 a year - Permanent, Full-time

Job details

Here’s how the job details align with your profile.

Pay

  • Up to £50,000 a year

Job type

  • Permanent
  • Full-time

Shift and schedule

  • 8 hour shift
  • Overtime
  • Weekend availability

Benefits
Pulled from the full job description

  • Casual dress
  • Company events
  • Company pension
  • Free parking
  • Health & wellbeing programme
  • Life insurance
  • On-site parking

Full job description

Overview

WhiteSpider is an advanced technology services company providing professional services and software defined solutions to enterprises across the world. We continue to grow our Managed Services team and require a full-time 3rd Line Network Support Engineer. The individual we are looking for will be a highly motivated and skilled team player who has experience of a third line role, ideally within an MSP environment. The role will be interacting with WhiteSpider’s managed services customers and requires the candidate to demonstrate outstanding customer relationship skills.

WhiteSpider

WhiteSpider are an industry leading and multi-award-winning managed service provider who specialise in the design, implementation and support of large scale and complex Software Defined Infrastructure’s. Due to significant growth, we require additional team members across the business, including within the managed services team.

WhiteSpider believes its success is down to its team, and as such skillsets are paramount. Training is something WhiteSpider strongly endorses and will be provided for all of the technologies supported, however, the ability for the analyst to quickly adapt to the 3rd line operational processes and procedures is paramount.

The Role

The 3rd Line Network Support Engineer will be based in Leeds and will involve supporting the 1st and 2nd line engineers and acting as a senior technical authority for responding to complex or high priority customer incidents and service requests. The role will also involve working with our customers to drive customer success. The candidate will need to have a strong understanding of software defined networking (SDN) technologies to be able to provide advice to WhiteSpider engineers and customers.

The role will also involve working independently on projects, both internal and working with WhiteSpider customers. These projects may include designing new networks, performing audits, or redesigning existing systems.

The role will typically be 9am-5pm Monday to Friday. Some flexibility in these hours is
possible. Where OOH work is being carried out, TOIL or overtime will be paid. The role will also include being part of an escalation rota.

Experience

Product Experience

  • Cisco Catalyst Switches – including 9000 & 8000 series
  • Cisco ASR & ISR Routers
  • Cisco ASA and FTD Firewalls including ASA image and Firepower image
  • Cisco Nexus Switches (NXOS)
  • Cisco Application Centric Infrastructure (ACI) including multi-pod and multi-site
  • Cisco Hyperflex
  • Cisco ISE
  • Cisco DNAC/Software Defined Access
  • Cisco SD-WAN (Viptela)
  • Checkpoint FW
  • Palo Alto
  • F5
  • VMware ESXi & vCentre
  • Windows & Linux
  • Strong skills in BGP, OSPF, VXLAN
  • Strong automation and DevOps skills such as Python, Ansible, Terraform

Technical Experience

  • 5+ Years of Network Engineering experience
  • Experience of troubleshooting Software Defined networking solutions
  • Knowledge of Cisco Software Defined networking technologies
  • In depth experience with troubleshooting and diagnosing advanced network issues including configuration, routing issues, performance concerns, software bugs, hardware failures
  • Excellent documentation skills
  • Ability to clearly communicate complex technical concepts with non-technical audiences
  • Ability to analyze complex data and develop innovative solutions
  • Exposure to non-Cisco Infrastructure, i.e. HP, Juniper, F5, Citrix, CheckPoint, Fortinet, Palo Alto and VMWare NSX
  • Valid UK Driving License, and access to a vehicle

Job description

  • Act as a technical owner for all network issues, training and advising other team members to help grow and enhance their skills.
  • Maximize customer network performance by monitoring, troubleshooting problems and outages.
  • Ensuring customer network equipment is maintained in a timely manner to latest stable versions as per their contracts.
  • Securing network, firewalls and other infrastructure components by establishing cohesive rules and policies, and defining and monitoring access
  • Ensure the technology, systems & support are optimised for customers including individuals or teams working remotely from or from customer sites
  • Work to SLAs to ensure that we meet business expectations. Communicate early and clearly if these SLAs are expected to be missed
  • Continue to review and improve the technology solution or knowledge base allowing issues to be fixed on first touch and minimising client downtime
  • Adhere to both the WS and the customer change management processes
  • Be a true team player, working professionally and constructively with colleagues offering help and assistance with incidents, user requests and problems
  • Ensuring all customer and WhiteSpider documentation is kept up to date with changes
  • Providing automation of customer infrastructure for event management, root cause analysis and ticket generation

Desirable skills

  • Cisco Certification CCNA, CCNP, CCIE
  • Experience of working within an ISO27001:2013 onwards environment.
  • SC Clearance
  • ITIL Qualified

Job Types: Full-time, Permanent

Pay: Up to £50,000.00 per year

Benefits:

  • Casual dress
  • Company events
  • Company pension
  • Free parking
  • Health & wellbeing programme
  • Life insurance
  • On-site parking
  • Private medical insurance
  • Sick pay
  • Work from home

Schedule:

  • 8 hour shift
  • Day shift
  • Monday to Friday
  • Weekend availability

Ability to commute/relocate:

  • Leeds: reliably commute or plan to relocate before starting work (required)

Education:

  • GCSE or equivalent (preferred)

Experience:

  • Network engineering: 5 years (required)
  • Customer service: 1 year (preferred)

Licence/Certification:

  • UK Driving Licence (required)

Work Location: Hybrid remote in Leeds

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