Network Support Engineer - Active MOD DV

Network Support Engineer - Active DV

• Location: Farnborough (Occasional travel to Reading, expensed)
• Clearance: Active MOD DV (Sole British National)
• Salary: £50,000 + £60,000 + Company Performance Bonus + Benefits
• Type: Full time on-site with existing team

This is an opportunity to join an exciting SME in the UK Secure Sector, they are looking to add a Network Support Engineer to join one of their technical teams.

The role:

As a Network Support Engineer, you will provide support for Cisco network routing, switching and data centre fabric products and services (both hardware and software) and the technologies used to interconnect network devices and end systems/hosts. You will collaborate internally and externally with customers, vendors & 3rd parties to troubleshoot & debug issues with customer networks. You will require analytical skills and technical knowledge to solve complex product and network problems. Effectively utilise lab setups to recreate and solve problems and support various customers and their networks.

Responsibilities:

• Provide a point of contact and a prioritisation service for network incidents based on severity guidelines.
• Provide onsite and remote technical support utilising customer internal/external communications.
• Full technical case management for all incidents and queries associated with customer network infrastructure and technologies.
• Management of all related support cases through to successful conclusion.
• For network incidents that are unable to be resolved, engage with vendors on behalf of customers and lead technical liaison between the vendor and the customers, facilitating the capture of relevant information, analysis and remediation until resolution of the case.
• Logging and dealing with customer technical queries with vendor technologies, successfully addressing or routing to the appropriate vendor SME resources.
• Work with customer & third parties as required to resolve any incidents escalated to vendor TAC Support by customers.
• Work with customer, vendors and third parties as required in a lab environment to reproduce any issues observed in production networks to resolve such issues.
• Preparing customer data which is being sent out of the customer location and providing the prepared data to the customer to approve before the data leaves the customer site.
• In critical escalation situations, act as a point of contact and technical co-ordination between vendor resources and Business Units and produce any reports as required.
• Configuration and troubleshooting of technical issues logged with vendor (where possible).
• Review and issue as agreed with Customers Field Notices, PSIRTS, EOx and Bugs.
• Work with customers/other third parties as required to assist with the resolution or mitigation of vulnerabilities.
• Attend monthly meetings (both internal and customer, vendor facing) with the customer to review the Service, lead technical service overview presenting statistics and responding to questions as required, present key findings and recommendations for service improvements.
• Work with our customers to identify opportunities for continual service improvement

Essential Skills

• Cisco networking routing and switching (Nexus/Catalyst) platforms, & technologies.
• Excellent troubleshooting skills and a methodical thinker to identify root cause and resolve complex issues.
• Thorough understanding of the OSI model and TCP/IP.
• Routing Protocols, BGP, OSPF, RIP, EIGRP.
• Ethernet, VLANs, Port Aggregation (EtherChannel, LACP, VPC etc), 802.1Q Trunking.
• Excellent verbal and written communication skills.

Desireable Skills

Knowledge & experience in one or more of the following:

• NOC/SOC experience (2nd/3rd line).
• Cisco ACI, Hyperflex & UCS platforms.
• Cisco Firepower and or ASA.
• Cisco ISE.
• BGP EVPN VXLAN.
• IPSec/SSL VPNs.
• Packet level analysis utilising packet analysers e.g. Wireshark.
• Juniper Routing & Switching platforms & technologies.
• Awareness of ITIL.

If you're interested in the above and would like to learn more, apply or reach out to