Join the ISUMO Team

Salary: TBC (GBP) pa DOE
Answering incoming contacts from customers and to accurately log incidents ensuring all relevant data is captured whilst logging the incident. To provide a single point of contact to our customers and to ensure that incidents are fully managed through to resolution.

Key responsibilities:

• Accurately log incidents and ensure all relevant data is captured whilst logging the incident.
• Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.
• Proactively keeping Customers informed on incident or request status and progress.
• Escalate incidents where a first-time fix is not possible to next level resolver group.
• Adhering to Incident management procedures.
• Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.
• Resolve >60% of incidents logged as a First Time Fix
• Keeping up to date with the current standard procedures.
• Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.
• Provide a point of technical escalation and expertise.
• Escalate potential service issues initially with next level support / Service Delivery Manager
• Escalate potential problem issues with Problem and Incident Management.
• Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork
• Contributing to team meetings.

Knowledge and experience required:

• Educated to GCSE level or equivalent in Maths and English
• Good knowledge of IT platforms, equipment and applications
• Proven Customer service skills
• Minimum 12 months experience as an analyst within a similar environmen
• Industry recognised qualifications in relevant area is desirable (i.e. MCP)
• Minimum of 12 months practical remote support experience of
• Windows Operating Systems (Essential)
• Network troubleshooting experience (Essential)
• Hardware troubleshooting of both desktop and server hardware. (Desirable)
• Application support of applications from major vendors such as Mimecast, Cisco, Microsoft, etc (Essential)
• Knowledge of supporting various windows applications including MS Office from end user perspective (Desirable)
• Understanding of the ITIL framework and knowledge of the various associated disciplines is desirable
• Experience of working to SLAs and KPIs and to be able to accurately describe their purpose is desirable.

Personal Attributes:

• Positive, enthusiastic and supportive individual.
• Effective communication skills.
• Ability to take ownership of and progress incidents to resolution.
• Communication and interpersonal skills including listening, building rapport, establishing empathy whilst demonstrating awareness of internal and external issues in a calm and polite manner.
• Ability to work under pressure and apply existing knowledge to unknown areas.
• Ability to work in a team and to support team members.
• Structured troubleshooting skills and inquisitive nature.
• Passionate, professional, with a ‘can-do’ attitude at all times
• Proactive thinking
• Problem management and Problem solving

Company Overview:
At ISUMO, you’ll work with a growing team of hard-working, talented, friendly people. As you contribute and demonstrate your teamwork and dedication, we will offer exceptional opportunities for technical development and career progression.

About ISUMO
ISUMO is a highly successful, dedicated technology partner. Proudly connecting people, systems, data and business. We work with a wide range of medium to large scale organisations, to create the right technology solutions for them, now and into the future. Our technology experts design, supply and build powerful, complex networks.
Our Service Care Plans support users, networks and servers, keeping them secure and connected 24/7, 365 days of the year.

The opportunity
ISUMO is offering an exciting opportunity for an experienced Senior Network Engineer to join our team. The Senior Network Engineer will be part of the Managed Services Team that provides our 24/7 monitoring, operations and support services.
As Senior Network Engineer, you should be comfortable working in a busy, fast-paced environment. Monitoring, maintaining & responding at the highest level.

Key responsibilities for this job:

• Support/Troubleshoot client network infrastructures globally.
• Monitor and manage complex networks.
• Manage network support and logistic components, including installation of carrier circuits, colocation facilities, and equipment delivery to remote sites.
• Provide Tier 2 & 3 network infrastructure support where required, onsite and remote.
• Troubleshoot network operational issues in the infrastructure, including vendor escalation.
• Follow the ITIL Framework service desk process.
• Maintain network documentation.

Knowledge and experience:

• Must have at least 5 years of experience in network support.
• Advanced routing and switching knowledge.
• Ability to design enterprise networks.
• Through understanding of key Networking Components e.g. – Firewalls, Load Balancers, VPNs, Failover, SSL, DNS, etc.
• Experience with Cisco SDWAN.

Be part of a team that thrives on success. We attract the very best engineers, analysts & customer support talent.