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Network Engineer Team Lead

DUTIES: Respond appropriately and deal with queries or complaints in an effective manner (i.e. punctual; polite and with empathy). Take ownership of escalated and / or complex tickets allocated to them or their relevant Virtual team (“VTs”) ticket queue and professionally manage them through to resolution or escalation. Ask targeted questions to apply accurate troubleshooting. Deliver clear Change Management. Involvement in problem management to identify root cause analysis. Utilise excellent customer service skills and exceed customers’ expectations. Report potential client facing risks. Report customer feedback and potential product request. Maintain your own personal development plan with support from your manager. Collaborate with other teams to maintain standards and functionality. REQUIREMENTS: Qualifications – Cisco Certified Entry Networking Technician (CCENT). Experience/Skills - Previous experience in a Senior networking role or similar. Managing a team within a technical support environment. Working in an IT outsource / service company and being exposed to a Service Desk / Remote Support environment. An understanding of current IT systems, applications and solutions. Professional phone manner and ability to match the customer’s style / level of communication. Advantageous Fortinet NSE5. Cisco Meraki. Switching – HP, Juniper. Firewalls – Cisco ASA, Juniper, Palo Alto. Aerohive

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