3rd Line Service Desk Network Specialist 24/7

  • Type of role: full time permanent
  • Location: London
  • Hours: Shift pattern 4 days on 4 days off. The 4 days consist of two dayshifts 7am to 7pm (24hr rest), followed by two nightshifts 7pm to 7am.
  • Holidays: 23 days

Overall purpose of the job:

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

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 for this job:

  • 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
  • Documentation of customer solutions – OSS System, Visio documentation, technical summary write up
  • Customer service simulation 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

Knowledge and experience required:

  • In depth knowledge and troubleshooting of networking principles equivalent to CCNP R&S or JNCIP-ENT level
  • Ability to troubleshoot and sectionalise faults to identify root cause and resolution
  • Advanced knowledge of layer 2 and 3 protocols including QinQ, BGP, OSPF, VRRP
  • Significant experience using one of the following firewalls: Fortigate, Palo Alto, Cisco ASA. This should include experience of configuring and troubleshooting access lists, NAT, IPSec and SSL VPNs.
  • Experience with using networking tools such as Wireshark

Desirable experience:

  • Juniper routers and/or switches
  • Alcatel/Nokia routers and/or switches 
  • Fortigate firewalls
  • Palo Alto firewalls
  • Wireless solutions e.g. Meraki, HP Aruba
  • HP Aruba and Cisco LAN Products  

Mission Statement

"Achieve the status whereby Exponential-e 3.0 is formally acknowledged among our peers, competitors and clients as the most advanced and innovative business technology enabler in The World. A World-class company..."

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