City of London, Surrey, United Kingdom

Salary:£25000 - £30000 per annum + package ()
Date posted:27/01/2012
Job Type:
Company:TLP Consultancy Ltd

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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.