2nd Line Shift Engineer

Telecoms 2nd Line Shift Engineer in Global Technology Operations

Salary GBPCompetitive + Shift Allowance

We are looking for an experienced Data Network and Firewall Telecoms Engineer to join our multi skilled 24x7 Operations Centre supporting a variety of Commercial and Secure Clients in a Shared Service Model. As a shift engineer you will join one of four small teams that are responsible for investigating and resolving incidents as well as implementing routine changes in and out of core business hours. Other responsibilities, experience and key skills are listed below. If you do not have all of the desired skills then this could be the perfect opportunity for you to again exposure to a wide range of technologies. This is an exciting opportunity to join a dynamic team with an emphasis on Continual Service Improvement whilst providing Service Excellence to our Clients.

This role has SC clearance as mandatory due to the nature of the work. To apply, you must be willing and able to undergo the UK's vetting process. Non-UK nationals applying for vacancies where Security Clearance is a mandatory requirement must meet the UK's 5 year residency criteria in order for their application to be considered. Any person unable to meet these requirements should not apply.

. 3-5 years of network experience providing support for data network solutions

Essential Skills and Qualifications:

. Qualified to CCNA as a minimum
. CCNP or equivalent experience would be an advantage
. Multi-platform Firewall experience
. Change Management
. Change implementation
. Switch and Router configurations
. Firewall rules and routing
. Load balancer configuration
. Monitoring platform and SNMP configuration
. For the right candidate this could be the primary focus of role
. Change acceptance into support for quality control purposes
. Following ITIL Framework
. Experience of Change Management Systems such as Remedy
. Incident Management
. Close monitoring of incidents and Network Management Systems (NMS)
. Following ITIL framework
. 2nd line investigation and troubleshooting of incidents. If appropriate 3rd line investigation
. Appraisal of faults and issues presented
. Resolution where possible
. Escalation and handover of more complex faults to CGI 3rd line Technical Support Engineers and collaboration thereafter
. Liaison with Contractors, Suppliers and other teams within CGI Global Technology Operations
. Excellent telephone and people skills for technical conference calls
. Feedback to Clients, Incident Management Teams and Service Delivery Managers on progress of fault and eventual resolution as required
. Any escalation procedures
. Analysis of statistics relating to network performance
. Maintenance of documentation
. Management of hardware replacements
. Experience of Incident Management Systems such as Remedy

Desired skills (as many as possible):

. Cisco, HP and Nortel Switches and Routers
. Routing protocols, eg, OSPF, EIGRP, BGP, RIP
. An appreciation of networking services such as MPLS, ADSL and IPVPN
. Network Management Systems (NMS) including WhatsUp Gold, Solarwinds and similar
. Alert configuration/integration from NMS into Event Management Systems such as BMC Enterprise Management
. Experience of device monitoring using SNMP traps
. Network Management Tools including Blade Logic Network Automation, Kiwi Syslog, NetFlow and similar
. An appreciation of Ethernet, Gigabit, Fibre and copper implementations
. Firewalls experience in Cisco ASA, McAfee, Checkpoint, Checkpoint VSX, Sidewinder, FortiNet, Juniper, Palo Alto and similar
. Load Balancers experience in F5, Cisco ACE, Cisco Load Directors, Citrix Netscalers, Fortinet Load balancing
. Wireless experience in Cisco WLAN, Cisco ISEs, Extricom, Aruba and similar
. Packet Shapers, QOS
. Site to site and SSL VPNs across various platforms
. Hardware replacement, software image installs and device configuration

Security Clearance:

. SC is a requirement (existing or able to undergo the UK's vetting process)