Juniper Support Engineer

City of London, Surrey, United Kingdom

£25000 - £30000 per annum + package ()
27/01/2012

TLP Consultancy Ltd
Juniper Support EngineerCity of London£30,000 + pension, healthcare, 25 days holidayMain Purpose of Role: ►Ensure Client and the Partner Sales staff are provided with excellent technical support for all active services►Manage Cases relating to faults, changes or requests from Partners to meet the SLA commitments. Key Tasks and Accountabilities Core Tasks►To monitor and repair network faults and provide support and other network services to client & Partners as required.►Manage Case queues within the SalesForce System for Faults, Change Requests, Data-Centre Access and Information Requests ►To answer calls from Partners, logging or updating Cases as appropriate ►To monitor the PRTG monitoring system and respond pro-actively to alarms►Refer faults to carriers and suppliers and chase effectively to ensure satisfactory outcome in shortest timescale possible►Ensure active cases are handed to/from the overnight Support teamAdditional Responsibilities►Work with the CTO to ensure that a level of best practise with support and monitoring is defined and implemented►Work with carrier partners and suppliers to define efficient methods for identifying and resolving faults over the services Client takes from them►Work with Sales and Service Management to ensure they are aware of any customer complaints relating to service performance.►Ownership of all related SalesForce queues Performance Indicators ►Customer satisfaction►A Sales team confident in the ability of the Operations team to deal with their Partner's issues►A well-documented library of Support process and procedure►Well documented Cases with record of effective, pro-active dialogue with Partners►Open ticket count kept to a minimum Role Requirements Self-motivated; good time-keeping and customer-value work ethic.Working knowledge of Wide-Area networking technologies, topologies and routing protocolsStrong analytical and trouble-shooting skills; gathers evidence, investigates solutions, considers implications for the business, goal-orientated Takes pride in achieving best mutual outcome for Partner and ClientBuilds long-term relationships both internally and externally across different culturesEstablish creditability with Customers and Partners using appropriate interpersonal styles and communication methodsGood communication skills, both written and verbal Knowledge & Experience ►Strong background in Telecommunication environment►Able to demonstrate knowledge of networking topologies and routing protocols►Confident in the levels of the OSI model and how it relates to MPLS and VPLS►Good organisational skills ►Process and Teamwork oriented approach with both internal and external customersAcademic & Professional Qualifications ►Cisco or Juniper accreditation to at least CCNA or JNCIA levelTravel Requirements ► Travel within the UK may be required on occasionStaff Benefits ►Pension ►Healthcare►Death In Service►Childcare vouchers►25 days holidayThis is a fantastic opportunity to join a rapidly expanding firm in the telco sector. Apply now for immediate appraisal.TLP Consultancy Ltd is acting as an Employment Agency in relation to this vacancy.

Other Telecoms Jobs You May Be Interested In