Join the ISUMO Team

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

At ISUMO, you’ll have the opportinuty to work with hard-working, fun-loving, passionate people. In return for team work and dedication, we provide development opportunities and career advancement.

Opportunities

  • 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 – 700,000 – 800,000 (ZAR) pa DOE

    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 for this job:
    • Work on projects predominately involving maintenance of the existing Infrastructure and introducing any service improvement and automation
    • Implementing projects within deadline.
    • Providing technical inspiration and assistance to colleagues within the Core Network Operations team for both faults and network changes.
    • Provide technical support for the development, implementation and administration of new and existing services
    • Ensure the timely and accurate delivery of technology products and services
    • Interface with multiple areas of technology and multiple departments to support in implementation of new solutions and products
    • Where required you would be expected to work directly with the other teams within the business which include project delivery teams and client side operatives.
    • Due to the nature of the role you will be expected to fulfil some of your tasks out of hours and to be part of the on-call rota.
    Knowledge and experience required:
    • 2-3 Years Experience in a senior capacity, 5-7 years networking experience
    • Experience with various methods of load balancing
    • Strong troubleshooting ability
    • Service Provider networks
    • MPLS, L3 VPN
    • Routing protocols (inc. IS-IS & BGP, OSPF)
    • Switching protocols (preferably VRRP, VPLS, QinQ)
    Desirable knowledge and experience:
    • CCIE – 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
    • F5 Load Balancers
  • 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

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