- Managing and Configuring our Fully Managed Cisco environments.
- Supporting our customer base on all Cisco technologies; R&S, Data Centre, Collaboration, Security, Wireless and Service Provider, utilising all of Cisco’s current product base.
- Provide proactive support and provisioning to our managed WAN and Fortinet solutions.
- Service Level Management.
- Ensure all tickets are managed within service level agreements and KPI’s.
- Hold an understanding of SLA tables and the priority matrix.
- Ensure clear ticket updates.
- Incident Management.
- Manage a customer ticket both technically and procedurally via Phone, Email or Web portal in line with defined SLAs and KPIs.
- Service Desk experience at 2nd Line or above.
- CCNP Routing and Switching certification (or working towards) and/or
- Fortinet NSE Level 4 or above (or working towards).
- Excellent problem solving skills.