Technical Services Engineer

Location: Bredbury and Woodley

We are VCG, an established network infrastructure specialist. Based in Bredbury, Stockport, we are looking for a Technical Services Engineer to handle incoming & escalated queries and help requests from end users, either via email, customer portal or over the phone. It is essential to have a minimum of three years experience in a similar role, CCNA qualified you must have a strong understanding of network, security or collaboration technologies, and a logical and methodical approach to trouble shooting technical support issues.

Responsibilities:
Provide expert level support to all clients and act as an internal point of escalation for all support-related incidents where required. Troubleshooting and diagnosis of all networks or Security related incidents. Write monthly Technical Customer MSA reviews from templates. Effective logging and fault analysis on VCG Ticketing system Autotask. Ownership and prioritization of Priority 1 case issues. Managing third party remote hands for onsite support cases in line with customer SLAs.

Owning and managing third party TAC to completion, including PSS support. Following the incident management and request fulfilment processes detailed in Technical Services manual. Maintaining the required level of software versions for Customer equipment, including scheduling out of hours software patching and upgrades. Maintaining technical knowledge of all supported products and undertaking training when necessary to update any required skills.

Maintaining a minimum level of Cisco CCNA or equivalent vendor certification. Participating in the Technical Services on-call Rota. This will commence after probation and is usually one complete week in every four to deal with escalation calls between the hours of 7pm and 7am. Skills&

Experience:

A minimum of 3 Years experience in a Managed Service Provider or similar role. Good communicator with a natural aptitude for dealing with people. Good network diagnostic skills.

Qualifications:

Cisco CCNA or equivalent vendor Certification in Enterprise technologies. Benefits: 35 Days holiday plus your birthday off Bupa Cash Plan Flexible working Various salary sacrifice schemes including;
Car, Gym, Home & Tech and Bike to Work Employee Assistance Program 2 Volunteer Days Social Calendar Personal Development