About the Job
KEY RESPONSIBILITIES
- Proactively managing alerts, events, Incidents and Requests for Cisilion’s Managed Services Clients.
- Performing initial technical triage through to either resolution or escalation across various tech stacks including Networking (Cisco/Fortinet/Meraki), Collaboration (Cisco Webex/UCCX) and Cloud (M365/Azure).
- Collaborating with senior engineering where required to support technical troubleshooting.
- Working closely with 3rd parties to manage shared Incidents impacting Managed Services Clients, as well as handling RMAs and changes.
- Performing standard changes e.g. Patching to ensure Client infrastructure is optimized.
- Proactively communicating with Managed Services Clients to ensure they are updated and feel confident with the Cisilion service.
EXPERIENCE, SKILLS, KNOWLEDGE & QUALIFICATIONS
- Experience of working in a technical operational support environment – either remote or field based.
- Foundational technical experience of one or a combination of Microsoft 365, Azure and Cisco Networks (LAN/WAN/Wireless/Security).
- A combination of Networking and/or Cloud based certifications such as Network+/CCT/AZ900/MS900 – ideally working towards CCNA.
- Operational Service Management knowledge desired – Incident, Problem, Change and Event Management.
- Experience in automation and programming highly desirable (Python/PowerAutomate/Java/n8n)
- Experience of Service Now / Cherwell or similar ITSM tooling.