2nd Line Network Engineer
Location: Basingstoke or Bracknell
Salary: Depending on experience
Please note: The candidate must hold valid SC clearance OR be able to obtain one.
The client is looking for a candidate with a background and knowledge in:-
Working with SLA's
The role holder is self-sufficient when resolving routine problems or enquiries across many products and systems in order to maintain the availability of the Network Infrastructure. The role holder is competent when working under pressure and has a degree of autonomy when dealing with unexpected problems, more complex escalations and helping to maintain the availability of the IT services delivered to end users.
Technical Capability - Works within a team supporting end users with technical queries relating to several products/systems (e.g. Microsoft products, operating systems, networks, applications, PCS).
Business Awareness - Develops an understanding of the customers' environment and service delivery requirements to enable the delivery of the service.
Process - Follows established processes/systems and recommends improvements to these as appropriate to resolve routine customer enquiries. Documents actions taken to resolve enquiries.
Problem Solving - Takes ownership for listening to and understanding the customer's problem. Escalates and/or gains support where necessary to resolve the problem. Uses relevant information to diagnose and to resolve or enable resolution in a timely manner.
Service Level - Escalates issues as necessary to deliver required service level and meet or exceed customer expectations/SLA. Monitors performance through statistical reporting and analysis.
Team Working - Is a key team member, demonstrating personal leadership and initiative resolving issues & supporting others
Professional Development - Takes responsibility for learning about current products/systems to build own technical knowledge to support business requirements.
Responsible for all incidents assigned to the Fujitsu managed resolver groups - all incidents with be Reported, Recorded, Routed and Managed (RRR&M)
Will receive incidents/f faults from other Resolver groups, managed the resolution, keeping the service desk record updated in accordance with work instructions
Will manage/ resolve incidents with 3rd Line support, keeping the service desk in accordance with WI
As required, pass the details to 3rd parties and manage the incident to resolution in conjunction with 3rd parties; again in accordance with WI
Request fulfilment - Will receive and action Service Requests for Datacentre Compute; changes including add, change, remove access to production or pre - production
Problem management - Will manage, monitor and resolve problems in accordance with agreed SLA's.