This key role within Brennan’s Managed Network Services team is to provide 2nd level escalation and support to Brennan Communications clients, Brennan IT engineers and staff. To work both internally and directly with clients to build and maintain best practice network infrastructure. To continuously improve the Efficiency and Excellence of Service Delivery as measured by Client Satisfaction ratings. The role can be summarised as follows:
Provide in depth technical analysis to the internal NOC Level 1 and Communications customers
Full knowledge of Brennan IT systems, core network, and complex customers
Escalation point for all technologies related to managed client network services
Ensure achievement of contracted levels of performance by the proactive surveillance, event control and escalation management of performance related incidents.
The position is expected to meet all agreed SLA metrics as contracted by Brennan IT and to minimize service impacts to customers within established cost parameters
Act as point of contact for client and internal requests
Direct less senior engineers, and help to coach and mentor
Analysis of switching and routing faults
Support of security, and voice faults (initial triage, and troubleshooting)
Support the Service Desk in a major incident process and/or environment
Escalation point for vendor and client requests
Essential This role requires the follow Competencies and Experience;
Attainment of a current accredited Cisco or similar certification (CCNA / CCDA),
Extensive knowledge and experience in routing and switching, across both WAN and LAN,
Working knowledge of network security platforms,
Tertiary qualifications,
Previous experience working in a similar environment,
Strong communications skills,
Ability to work in a billable hours environment,
Passion for customer service,
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