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Senior Engineer

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Posted By: Venture Resource Management
Address:
Contact: 0161 601 7722
Date Posted: 27th Aug 2008
Salary: £30000 to £32000 per annum (Extras: Excellent Benefits)
Location: Other
Reference Code: FA - SE
Views Since Posting: 65
Full Description:

SENIOR SUPPORT ENGINEERS READ ON!!!

I am looking to make contact with bright individuals that are looking to take their next step on the career ladder.

My client is looking for a Senior Support Engineer for a role based in Newton-Le-Willows with a salary in the range 30 - 32K.

Hours of Duty: Between 8am to 6pm (37.5hr) on rota basis, On-call on a rota basis once up to speed with all technical aspects of customers.

Primary Purpose and Scope of the Job:

The post holder will assist in proactive monitoring and reactive support of customer networks and troubleshoot technical issues in delivering managed services/support services contracts in accordance to agreed service levels.

Provide 3rd line technical support to the customers and act as a technical escalation within the team (Subject matter expert).

Keep users and management informed on the status of the service requests, retaining ownership of the requests until they are closed.

Escalate and work with suppliers to get problems resolved.

Work with the team leader to maintain and update service management database.

Provide technical training and assistance to the junior engineers to support the customers.

Work as a field engineer to install and support the technical services for the customers. (This will be only when there is a business need)

WORKING RELATIONSHIPS:

The post holder is responsible to the Technical Services Manager and reports directly to the Technical Services Manager.

Communication and liaison is necessary with both external customers/clients and internal customers within the organisation.

Communication, liaison and negotiation are necessary with third party suppliers who provide services and support that underpin the business.

KEY TASKS AND ACCOUNTABILITIES:

Managed/Support Services

To liaise with the team on matters relating to service contracts.

To raise incidents and work in conjunction with 3rd parties to resolve customer support issues within agreed service levels.

To check daily, managed service logs and where appropriate escalate problems within the specified timelines.

To monitor and release quarantined messages within email queues in accordance to managed service level agreements.

To maintain the technical library to cover manuals, software and customer documentation.

To make recommendations to the Team Leader/Technical Services Manager for new equipment and software in relation to ever changing technologies in order to maintain and enhance the levels of service provided.

To ensure due regard is given to the security of the organisations and customer's networks, desktop equipment, file servers, software and related information systems and data.

To produce professional reports on a scheduled basis to customer agreed standards.

To effectively contribute and implement process improvements and change management.

General Duties

To assist with troubleshooting of support service incidents and requests.

To ensure that team members and the customer are kept fully informed of plans, progress and activities being undertaken by the post holder.

To provide management information as necessary and carry out any other appropriate duties as required by the management team.

To assist in the training of junior engineers in effectively troubleshooting the service incidents and requests.

Special Conditions

Qualifications and Experience

Good standard of education with preferably higher qualification in related discipline.

Working as an IT networking professional with the experience of working in a customer facing role, including handling a wide range of enquiries particularly by telephone and email.

Candidates will have an up to date strong Cisco skills ideally with a CCNA certification (preferably CCNP certified), strong infrastructure, networking knowledge including TCP/IP, DNS/SMTP, routing, switching, security etc, checkpoint firewall, VPN setup and troubleshooting using different hardware, good knowledge of Microsoft AD/servers, Storage,SAN solutions MS Exchange,MPLS, BGP. All certifications should be produced during interview.

Recognised qualification in Service Management would be desirable.

If you have any enquiries about the role please contact Farhan Ahmed at Venture Resource Management on 0161 601 7712 or email Farhan@VentureRM.Com

Senior Support Engineers, Senior Support Engineers, Senior Support Engineers