OverviewExponential-e

Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.

We’re a company of innovators who think big and achieve bigger. Our people are crucial to the continuing success of our company. From our CEO to our new Graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do.

Overall purpose of the job

To manage and own support tickets in relation to existing customer services

To design and implement changes as per client’s requirements

To work closely with the 2nd Line Service Desk team and the Solution Delivery team to assist in supporting customers and configuration tasks

Key responsibilities

Regular communication verbally and written with existing customers

Provide 3rd Line support for incoming customer support queries and escalations from the 2nd Line Service Desk

Take ownership and effectively manage support tickets for incidents, change and service requests

Plan and complete projects as assigned by the Head of 3rd Line Network Support

Documentation of customer solutions – CMDB, Visio documentation, technical summary write up

DR/Failover Testing

Provide support and mentoring to 2nd Line engineers

Provide resources to the solution delivery team in supporting the configuration and implementation of new customer projects

On-call rota out of hours for high priority incidents

Any other fair and reasonable task or duty assigned by your Manager or any other senior Exponential-e Ltd staff member

Technical environment

Switching: Cisco, Meraki, Aruba, HP, Dell, Juniper

Wireless: Cisco, Meraki, Aruba

Security: Palo Alto, Prisma, Fortinet, Cisco ASA

SD-WAN: Citrix, Viptela, Meraki, Fortinet, Nuage

Cisco NAC ISE, SD-A/DNAC, DOT1x

Cisco Nexus 7xxx, 5xxx, 2xxx series

Knowledge and experience required

Demonstrable knowledge at CCNP (ENT/DC/SP/SEC) or JNCIP-ENT level

In depth knowledge of configuring and troubleshooting network security devices/protocols

Ability to troubleshoot and isolate faults to identify root cause and bring to resolution

Advanced knowledge of layer 2 and 3 protocols

Experience using at least one of the following firewalls: Palo Alto, Fortigate, Cisco ASA. This should include experience of configuring and troubleshooting access lists, NAT, IPSec and SSL VPNs

Strong knowledge of OSPF and BGP in an ISP environment

Proficient in packet capture and interpretation

Familiarity with Cloud products such as Azure / Amazon AWS

Experience working within a Managed Service Provider Environment

Minimum basic experience with network automation/programming such as Ansible/Python

Our PeopleOur people are what makes Exponential-e Group the company it is today. This year’s employee survey highlighted that 81% of employees who took the survey would recommend a friend to work for our organisation. Learning and development are fundamental parts of daily life at Exponential-e. From their first day at the company, everyone is provided ample opportunities to develop their skills and broaden their horizons, with our own LandD team running a range of bespoke courses, based on the latest innovations and challenges across the digital landscape.

Exponential-e Group is committed to providing equal opportunities in employment and treating all employees with respect and dignity. The company respects and values the diversity of its staff, striving to maintain an environment where there is opportunity for everyone to feel valued, their talents to be utilised and for both personal and organisational aspirations to be met. Every employee plays a vital role in helping to create an inclusive working environment by understanding and harnessing difference in a positive way.

Equality and opportunityExponential-e Group is an equal opportunities employer. All applicants will be considered on their merits and abilities.

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