Be the expert others rely on—step up as our Tier 3 Engineer!
Intercity are looking for a Tier 3 Engineer to join our team. You will will provide technical support for a variety of products and services with the main focus of Managed Networks and Security, Unified Communication and fixed connectivity supplied to our customers.
Key Responsibilities as a Tier 3 Engineer:
- Remotely support and identify issues affecting customer systems and services, then perform top-tier diagnosis with a view to resolution or further escalation.
- Provide an escalation route within the ISOC for Tier 1, Tier 2 and Tier 3 support functions
- Resolution of full range of technical support issues.
- Effectively communicate with customers, and within the company.
- Provide proactive monitoring and management of services to all customers.
- Be able to work without continuous supervision and be trusted to provide professional support services to Intercity’s customers
- To be able to self-educate and attain industry standard IT accreditations.
- Use the internet and other sources of information to remain up to date with technical issues affecting the ICT sector.
- Liaise with clients to analyse, review, identify and develop relationships that meet/exceed customer needs.
- Contribute to highest levels of prospect and customer satisfaction.
- Ensure that all company processes, procedures, and standards are adhered to at all times.
- Provide support for core business products such as Touch Cloud, Touch Secure and Touch Technology
- Provide support for key business processes such as Pre-Sales, ROCO, Service Transition, and Service Management and Reporting.
- Provide ownership of operational processes and escalate issues to internal support teams (such as Technical Services and PMO) as and when required.
- Drive automation across the department
- Recommend new technologies to enhance performance against product requirements
- Work with the ISOC Tier 2 Team Leader to provide mentoring to ISOC Tier 2 Core engineers
Education and Qualifications
- Degree or equivalent qualification in an IT related subject (equivalent professional experience may be considered)
- Cisco CCIE
- Aruba CCCP
- Expert level Radius Experience, including Cisco ISE, Aruba ClearPass
- Process Management – ITIL is highly desirable
Experience and Knowledge:
- A minimum of five years providing network/security solutions in a technical support role to a high technical level or have graduated in an IT related subject, complimented by a minimum of three years experience.
- Experience with the advanced functionality of networking equipment, i.e. Routers, Switches, Firewalls, wide area communications, cloud compute and security, SDN’s
- Experience of the following vendor products; Check Point, Juniper, Cisco, Palo Alto, Aruba
- Expert knowledge of connectivity technologies (LAN/WAN/Wireless/SD-WAN)
- Advanced Experience in configuring and troubleshooting networking protocols.
- Expert understanding of practical application of VLANs, switching, and routing.
- Sound knowledge of Windows and Linux environments.
What We Offer:
- 33 days holiday (inclusive of bank holidays), with entitlement increasing by one day for each full calendar year employed, up to a maximum of five days.
- Annual pay reviews.
- Holiday buy scheme.
- All-company bonus scheme.
- Death in service cover.
- Employee assistance programme.
- Company pension.
- Active social calendar.
- A strong focus on developing our people.