A fast-paced UK Tech company in Century City seeks the expertise of a Network Engineer Team Lead to play a critical role in resolving highly complex technical support issues while dealing with change requests, projects and managing your team. The successful candidate must be CCENT Certified, have previous experience in a Senior networking role and having managed a tech support team & possess the following skills: Network +, NSE1/2/3 – Fundamentals, CCNP, CCNA (Routing & Switching), Fortinet NSE4 & VOIP (Gamma Horizon S4B, Lync, CCNA Voice or experience).
Respond appropriately and deal with queries or complaints in an effective manner (i.e. punctual; polite and with empathy).
Take ownership of escalated and / or complex tickets allocated to them or their relevant Virtual team (“VTs”) ticket queue and professionally manage them through to resolution or escalation.
Ask targeted questions to apply accurate troubleshooting.
Deliver clear Change Management.
Involvement in problem management to identify root cause analysis.
Utilise excellent customer service skills and exceed customers’ expectations.
Report potential client facing risks.
Report customer feedback and potential product request.
Maintain your own personal development plan with support from your manager.
Collaborate with other teams to maintain standards and functionality.
Undertake any other tasks as assigned by management.
Troubleshoot, maintain and support a wide range of systems.
Initiate, update, approve and maintain knowledge articles.
Deliver assistance to Technical Specialists.
Ensure Service Level Agreements (“SLAs”) are met.
Availability during your shift hours (which may incur shift & desk rotation).
Cisco Certified Entry Networking Technician (CCENT).
Previous experience in a Senior networking role or similar.
Managing a team within a technical support environment.
Working in an IT outsource / service company and being exposed to a Service Desk / Remote Support environment.
An understanding of current IT systems, applications and solutions.
Professional phone manner and ability to match the customer’s style / level of communication.
Write professional emails and document knowledge clearly and concisely.
NSE1/2/3 – Fundamentals.
CCNA (Routing & Switching).
VOIP (Gamma Horizon S4B, Lync, CCNA Voice or experience).
Switching – HP, Juniper.
Firewalls – Cisco ASA, Juniper, Palo Alto.
CCNP Security (Optional but recommended, CCNA Security a requirement).
WAN (MPLS, VPLS, Internet).
Calm but positive and responsive under pressure.
Contribute fully as an active team member and ensure personal and team objectives are achieved.
Maintain a professional relationship with clients and peers.
While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.
When applying for jobs, ensure that you have the minimum job requirements. Only SA Citizens will be considered for this role. If you are not in the mentioned location of any of the jobs, please note your relocation plans in all applications for jobs and correspondence. Please e-mail a word copy of your CV to firstname.lastname@example.org and mention the reference numbers of the jobs.