2nd Line Network Engineer

United Kingdom, Basingstoke, Basingstoke (BSN01)
07 Jun 2019
10 Jul 2019
Job Role
Systems Engineer
Job Type
Role Purpose

The role holder is self-sufficient when resolving routine problems or enquiries across several products, product sets and systems or technologies for multiple customers. The role holder is competent when working under pressure and has a degree of autonomy when dealing with unexpected problems, more complex escalations and helping to maintain the availability of the IT services delivered to end users. The role holder also delivers low to medium complexity work packages as part of customer implementation projects.

Key Accountabilities

• Technical Capability. Works within a team with some supervision supporting end users with technical queries relating to several products/systems (e.g. Microsoft products, operating systems, networks, applications, PCS).
• Business Awareness. Develops an understanding of the customers' environment and service delivery requirements to enable the delivery of the service.
• Process. Follows established processes/systems and recommends improvements to these as appropriate to resolve routine customer enquiries. Documents actions taken to resolve enquiries.
• Problem Solving. Takes ownership for listening to and understanding the customer's problem. Escalates and/or gains support where necessary to resolve the problem. Uses relevant information to diagnose and to resolve or enable resolution in a timely manner.
• Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectations/SLA. Monitors performance through statistical reporting and analysis.
• Team Working. Acts as a team player being viewed by colleagues as an effective and helpful member of the team, demonstrating personal leadership and initiative.
• Professional Development. Takes responsibility for learning about current products/systems to build own technical knowledge to support business requirements.

The 2nd Line service provided is 24x7 (365 days) and staff will be on a shift pattern. The individual shall augment the existing Shared Service Desk to provide support on a 24/7 shift pattern.

The service covers both network and server support. This role is for a network engineer; although the engineer is working in Shared Services and will therefore also perform server tasks : with at least SolarWinds

  • Understanding of Home Office network services

  • Windows Server 20

  • Excellent team player, takes ownership of assigned tasks and anticipates and identifies potential issues and service improvements. Experience of IT support, incident resolution and / or system management of secure IT solutions, IT infrastructures, application hosting or components that contribute to IT service delivery.

  • Excellent customer communication skills.

  • Technical knowledge of secure IT infrastructures, applications and IT policies and enforcement.

  • Experience in supporting secure IT infrastructures

  • Experience in incident resolution and/or system management of secure IT infrastructures

  • Awareness of DevOps methodology

Proven technical understanding and support of some or all of:

  • Understanding of ITIL Service Management

  • Cio ACI

  • Cio ASA Firewall

  • Catapan encryption system

  • Network and Switches

Key Performance Indicators

• Technical Assessments.
• Evidence of sharing and re-use of knowledge.
• Correct management of processes followed to deliver service.
• Improvement/ enhancements to service delivery.
• Known errors with workarounds or fixes loaded in knowledge database.
• Percentage of customer problems resolved within required timescales.
• Meets service level requirements.
• Feedback from colleagues, manager and customers
• Contribution to service improvements.
• Up to date personal learning plan.

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