Exponential-e
Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.
We're a company of innovators who think big and achieve bigger! Our people are crucial to the continuing success of our company. From our CEO to our new Graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do.
24/7 Shifts - 2 days (7am - 7pm), followed by 2 nights (7pm - 7am), followed by 4 days off
Overall purpose of the job:
- To manage and own support tickets in relation to existing customer services
- To work closely with the 3rd level engineers who provide an internal escalation point
- To conduct client engineering work booked for out of UK business hours.
Key responsibilities for this job:
- Effective and timely troubleshooting of routing, switching, Wireless LAN and security issues
- Maintaining best practices of both engineering and administrative work.
- Regular communication both verbally and written with existing customers
- Take ownership and effectively manage support tickets including incidents and changes requests
- Documentation of customer solutions – OSS System, Visio documentation, technical summary write up
- Configuration of hardware replacements via RMA
- Maintaining KPS set by management
- Any other fair and reasonable task or duty assigned to you by your Manager, or other senior Exponential-e Ltd staff member
Technical environment:
- Switching; Cisco, Meraki, Aruba, HP, Dell, Juniper, Fortinet
- Wireless; Cisco, Meraki, Aruba, Fortinet
- Security; Palo Alto, Prisma, Fortinet, Cisco, CATO
- SD-WAN; Viptela, Meraki, Fortinet, Nuage
- Cisco ISE, SD-A/DNAC, Aruba ClearPass
Knowledge and experience required:
- Knowledge of networking principles equivalent to CCNA R&S or JNCIS-ENT level
- Knowledge of layer 2 switching protocols such as STP, Dot1Q, QinQ, VPLS
- Knowledge of layer 3 protocols such as BGP, OSPF, EIGRP, HSRP/VRRP
- Excellent verbal and written communication skills, along with a professional telephony manner
- Flexible approach to work with the ability to work effectively under pressure
- Ability to work in a team with little supervision using own initiative
- Strong customer service focus
- Responsible and willing to take ownership
- Eager to learn and develop technical skills
- Positive and professional attitude
Desirable knowledge and experience:
- CCNA, CCNP and/or JNCIS certified
- Juniper platform configuration experience is ideal, SRX and EX series
- Experience with next generation firewalls such as Fortinet or Palo Alto.
- Experience with Alcatel SR & ESS
- An understanding of ITIL best practices and change management
- Experience with using networking test tools such as Wireshark
Our People
Our people are what makes Exponential-e Group the company it is today. This year's employee survey highlighted that 81% of employees who took the survey, would recommend a friend to work for our organisation.
Learning and development are fundamental parts of daily life at Exponential-e. From their first day at the company, everyone is provided ample opportunities to develop their skills and broaden their horizons, with our own L&D team running a range of bespoke courses, based on the latest innovations and challenges across the digital landscape.
Exponential-e Group is committed to providing equal opportunities in employment and treating all employees with respect and dignity. The company respects and values the diversity of its staff, striving to maintain an environment where there is opportunity for everyone to feel valued, their talents to be utilised and for both personal and organisational aspirations to be met. Every employee plays a vital role in helping to create an inclusive working environment by understanding and harnessing difference in a positive way.
