Location: Leatherhead, Surrey, KT22 9UT

Salary: Negotiable (depending on experience)

Reporting to: Service Centre Manager

Department: Service Centre

Company Overview

Cisilion is an award-winning global systems integrator and managed service provider, working with clients in over 70 countries across 5 continents. We partner with leading technology vendors including Microsoft, Cisco, Dell/EMC and Riverbed.

Our mission is simple – to inspire intelligent change by delivering next-generation IT infrastructure that transforms the way that businesses work

Cisilion’s success is based on really understanding our client’s needs and doing everything we can to make sure we provide a service of the highest quality. Our people is what enables us to do this. They are the core of our business and are what make Cisilion such a great and fast-growing company.

Purpose of the Role

To provide 2nd and 3rd line support to our customers across a broad range of Security and Routing / Switching solutions. Excellent customer-facing and telephone support skills are required.

The successful applicant would be expected to provide remote support to our customers. This would involve remote configuration and troubleshooting, and therefore any potential candidate must be able to demonstrate strong troubleshooting skills on Wireless, Security and R&S technologies (Cisco ASA and VPN skills are essential to this role). The recruitment process is likely to involve a technical lab assessment.

Experience of a help-desk environment, working to SLAs, and using ‘trouble-ticket’ applications would be beneficial. Any additional skills around security products or wireless would be advantageous.

The successful applicant will be required to participate in a shift pattern with the other engineers in the team, as well as providing on-call cover which is shared with the other engineers in the team (on average, 1 week in 4). Cisilion offers excellent career progression opportunities, as the Service Centre is seen as stepping stone into the Cisilion network consultancy team.

Essential Skills

All of the below skills are mandatory:

 Valid Cisco CCNA accreditation in Wireless and/or Security

  • Strong Cisco ASA troubleshooting
  • Strong Cisco VPN configuration and troubleshooting
  • Knowledge of Wireless technologies and wireless troubleshooting
  • Excellent verbal and written communication skills

Desirable Skills

  • Experience in Troubleshooting tools such as wireshark
  • CCNA Wireless
  • CCNP (R&S / Wireless / Security)
  • Juniper SRX
  • Riverbed
  • Regular and appropriate client facing meetings in support of Service Delivery

Key Responsibilities

  • Technical Support: Support tickets for our Customers
  • Thought Leadership: be seen as a thought leader of technology within the Networking Team
  • CSIP: proactively involve, influence and measure Continual Service Improvements for targeted Customers
  • Problem Management: systematically work problems through within the Networking team
  • Service Delivery Management: Build and maintain ‘customer-like’ relationships with our Service Delivery Managers upholding their planned and unplanned required and visiting Customer Service Review meetings as requested
  • Technical Escalation: Be a technical escalation point for the First Line function
  • Transition: Assist projects and new customers into live operations
    • ensuring that systems, processes and documentation are fit for delivering contracted service
  • Managed Services: Understand the detail of the Managed Services being supported

Process

  • The key to successes and the measurement of this will be through hour ability to audit and test our processes and procedures to the point where we can pass external accredited audits and showcase to our Customers.
    • Support, maintain and improve existing Networking Team processes
      • Customer ticket receipt
      • Triage
      • Incident Management (particularly P1’s)
      • Problem Management
      • Communication
      • Transitional and Managed Services take on
    • New Contracts & Proposals (Agile turnaround)
      • {as required} Support and define services (if they are missing, create them)
    • Create, manage and update Service Centre 2nd Line process and procedural documentation
      • Workflows
    • Business Continuity
      • {as required} Support the overall Service Centre disaster recovery process
    • Change Requests
      • Uphold and support Change Request processes for the function

Technical

  • Be a Technical Authority for Cisilion client’s Networking IT environment and business issues
    • Display detailed technical understanding of their Networking IT environment
    • Develop and maintain rapport with end users
    • Analyse the nature of queries and customer problems, and provide suitable solutions within agreed customer’s SLA
  • Liaise with other operations teams and the wider technical community to diagnose and fix service affecting issues
  • Establish and maintain high levels of incident and problem ownership through incident lifecycle to a satisfactory conclusion
  • Understand and operate escalations procedures

Attributes

  • Extremely proactive (drive colleagues (particularly First Line), processes and technologies)
  • Ownership (not afraid to take/offer responsibly)
  • Highly supportive (get involved in resolving or coordinating people to resolve issues)
  • Flexibility (No job too small when supporting the needs of the function)
  • Customer focussed, thus sales focussed (look for reasons to support sales without compromising the Service Centre)
  • Ability to identify and resolve communication issues
  • Motivational (Able to motivate the team in the face of adversity)

Company Benefits

  • Paid annual holidays of 23 days per annum (increasing with service)
  • Additional 2 days holiday if no sick days or duvet days are taken
  • 0.5 days holiday on your birthday
  • 2 days of additional leave for voluntary work
  • Life Assurance at three times your annual salary
  • Auto-enrolment pension scheme with salary sacrifice
  • Health cover on confirmation of probation, giving you access to a discounted gym membership, high street store deals and discounts, free weekly coffees and cinema tickets and more

Watch our company video and apply today to join #TeamCisilion.

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