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

Salary: 27 – 32k (GBP) pa DOE

ISUMO focus on the design, build and ongoing support of complex networks. We get involved in small, medium and large scale network deployments across the U.K. and provide 24×7 support as a service to our clients. Assisting their 1st/2nd line support with excellent and thorough experts that keeps them connected.

You will be working as part of the Core Network Operations team who are responsible for all aspects of maintaining Core network for ourselves and client infrastructures. We operate a flat structure so that the client immediately deals with someone that can resolve their matter or ensure that such “matters” do not occur. All facets of Network Operations fall into the scope of this role as does collaboration with client side technicians and our own excellent team members.

Key responsibilities:

• Support client network infrastructures globally.
• Monitor and manage complex networks.
• Manage support and logistic components of the network, including installation of carrier circuits, colocation facilities, and equipment delivery to remote sites.
• Provide Tier 1 and 2 Network infrastructure Support where required, onsite and remote.
• Support Network operational issues in the infrastructure, including vendor escalation.
• Build the networking infrastructure in new offices. – Solve complex network issues in production, colo, lab, and customer environments.

Knowledge and experience required:

• Ability to continuously learn, work independently, and make decisions with minimal supervision.
• Knowledge and hands-on experience of LAN (wired & wireless), WAN, and Firewall environments; understanding of OSI
• Layers from physical to application.
• Experience with Palo Alto, CISCO, Meraki Networks or similar.
• Experience with layer 2 & 3 protocols (e.g. LACP, MLAG, Spanning Tree, etc).
• Experience with routing protocols such as BGP or OSPF.
• Experience with Wireless Networking (deployment and troubleshooting).
• Experience with public cloud service providers (e.g. AWS, Microsoft Azure, etc).
• Experience with VPN technology (GRE, IPSec/SSL VPNs).
• Experience working in a network operations environment.
• Willingness and ability to travel if and when required (reasonable not excessive levels).

Desirable knowledge and experience:

• 2-3 Years networking experience
• CCNP
• Routing & Switching and/or Datacentre
• Working knowledge of SDN concepts
• EVPN/VXLAN/VLAN
• Experience with BGP Peering, Transit
• Scripting skills (Python / Bash / similar)
• CISCO, Meraki, Dell, Palo Alto Network Devices

Salary: £55k to £75k (Subject to experience of leadership & technical competence)

NOTE: THE LOCATION IS ANYWHERE WITH REASONABLE ACCESS TO LONDON (1HOUR).

ISUMO focus on delivering highly professional Managed Services including the design & implementation of simple and complex Networks, Colocation at 4 locations, Private & Public Cloud, End User Support (security), VoIP, Data Back-ups and with Security at the heart of every service.
We work with and assist small, medium and large organisations with a variety of one off and long term contracts across the U.K. and pride ourselves on our Care Plan which deliver 24×7 monitoring, maintenance & support to our client’s key assets and environments. We work in tandem with in-house teams, or we become their team, delivering proactive & reactive support to keep them connected and performing.
You will be leading the Infrastructure Team (7 souls) overseeing all elements of our service delivery (listed above) ensuring the team and the service are always meeting or exceeding SLA and maintaining our own core and our client environments at the required level (contracts vary on release levels required on assets). We operate a flat structure so that the client immediately deals with someone that can resolve their matter or ensure that such “matters” do not occur. All facets of Infrastructure Operations fall into the scope of this role as does collaboration with client side technicians and our own excellent team members.
We require the successful candidate to be able to lead from the front; developing solutions and sometimes being the onsite presence to deliver that solution or that miraculous fix! This is not a desk jockey job; this is a challenging, intensive and varied role which requires somebody with technical capability at least equal to the team’s and a managerial competence that can lead them to excellence in their in their own journeys, ours and our clients.

Key responsibilities:

1. Develop and maintain strong working relationships with internal & external Technology stakeholders
2. Develop and manage deployment for user end-point environments (Windows 10, Intune, Endpoint on tablets, physical/virtual workstations and laptops)
3. Lead a team of engineers for development of IT automation, deployment of services/software.
4. Reviews appropriateness of technologies used for system components and recommends modifications and/or upgrades when necessary to keep systems operating according to defined service level agreements and operating level agreements
5. Develop and manage user account and IT service provisioning and de-provisioning
6. Drive continuous improvement and introduction of IT ‘best practices’ into all areas of process, metrics, and performance
7. Coordinates resources to install server and workstation software and hardware upgrades
8. Develops IT budgets and assists leadership team with the research of IT needs for ourselves & our clients
9. Audit Supervision

Knowledge and experience required:

• Team Leadership at Technical Lead, Supervisor or Manager for at least 2 years
• Knowledge and hands-on experience of LAN (wired & wireless), WAN, and Firewall environments; understanding of OSI
• Experience with a capability to install (where applicable), upgrade, configure & trouble-shoot:
• Palo Alto and CISCO/Meraki – capable of
• layer 2 & 3 protocols (e.g. LACP, MLAG, Spanning Tree, etc).
• routing protocols such as BGP or OSPF.
• public cloud service providers (e.g. AWS, Microsoft Azure, etc).
• VPN technology (GRE, IPSec/SSL VPNs).
• VMWare and/or Hypervisor environments
• VoIP Telephony infrastructure/services
• Must have driving license

Desirable knowledge and experience:

• 3-4 Years “Leadership” experience
• 2-3 Years in a technical engineering role (Networking & Server/Storage)
• Routing & Switching and Datacentre exposure
• Working knowledge of SD WAN concepts
• EVPN/VXLAN/VLAN
• Experience with BGP Peering