work with us

Position Title:   Support Engineer

Location:           Edinburgh

 

 

Hutchinson Networks is one of the fastest growing technology companies in the UK (TechTrack 100), with several unique data centre and cloud services certifications. We specialise in provisioning of IT infrastructure and networking services worldwide. Our Fabrix, platform, is a Cisco case study in software defined networking, providing a growing list of cutting-edge cloud services to our clients including IaaS, backup, disaster recovery, and hosted voice. Headquartered in Edinburgh, our fast-growing team is quickly becoming recognized as a leader in bringing forward-thinking IT solutions to market.

 

Company Benefits

  • Flexible approach to working hours, including the potential to work from home
  • 30 days holiday, increasing to 35 days holiday after 5 years of service
  • Good career progression opportunities and regular training
  • Company Pension scheme

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the role

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Position Overview

The NOC provides 24x7x365 monitoring of client networks across the globe. This position is shift-based and will form part of a 24×7 rota.

As part of our NOC Support team, you will be primarily responsible for the monitoring and support of core routing, switching, wireless & UC services for HN customers, including escalations to the Network Engineering team, whilst delivering an excellent customer service experience.

The Support Engineer is expected to take ownership of any incoming tickets, whether from customers via email, telephone or portal; generated alerts from our monitoring platform or via proactive investigation of our client’s environments.

Main Accountabilities/Responsibilities:

  • Ticket creation, resolution and escalation
  • Ensuring tickets are escalated and resolved within the customer contracted SLA’s.
  • Maintain & update NOC processes and procedures.
  • Pro-actively monitoring customer networks via our monitoring platform.
  • Engaging and proactively feeding back on system and process improvement.
  • Providing the customer with a key contact during the incident/request lifecycle.

what we're looking for in you

Essential Education / Experience:

  • 1+ years experience in a similar or other service related role
  • 1+ years experience with Cisco routers, switches, firewalls.
  • CCNA or higher certification.
  • ITIL v3 Foundations or higher

Essential Skills and Competencies:

  • Excellent organisational and prioritisation skills.
  • Strong ability to work within a fast-paced and high pressured environment.
  • Solid analytical skills and proven troubleshoot abilities.
  • Position will be based within the Edinburgh office with potential travel to remote sites.
  • Excellent customer service and verbal communication skills.

Preferred Skills and Competencies:

  • Knowledge and experience of Cisco Unified Communications Manager (CUCM, UC)
  • Strong LAN/WAN/Firewall technical skills across multiple site networks
  • Strong working knowledge of Cisco, Juniper and Dell router and switch platforms

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