We are VCG, an established network infrastructure specialist. Based in Bredbury, Stockport, we are looking for aTechnical Services Engineer to handle incoming & escalated queries and help requests from end users, either via email, customer portal or over the phone.
It is essential to have a minimum of three years experience in a similar role, CCNA qualified you must have a strong understanding of network, security or collaboration technologies, and a logical and methodical approach to trouble shooting technical support issues.

Responsibilities:

• Provide expert level support to all clients and act as an internal point of escalation for all support-related incidents where required.
• Troubleshooting and diagnosis of all networks or Security related incidents.
• Write monthly Technical Customer MSA reviews from templates.
• Effective logging and faultanalysis on VCG Ticketing system Autotask.
• Ownership andprioritization of Priority 1 case issues.
• Managing third party remote hands for onsite support cases in line with customer SLAs.
• Owning and managing third party TAC to completion, including PSS support.
• Following the incident management and request fulfilment processes detailed in Technical Services manual.
• Maintaining the required level of software versions for Customer equipment, including scheduling out of hours software patching and upgrades.
• Maintaining technical knowledge of all supported products and undertaking training when necessary to update any required skills.
• Maintaining a minimum level of Cisco CCNA or equivalent vendor certification.
• Participating in the Technical Services on-call Rota. This will commence after probation and is usually one complete week in every four to deal with escalation calls between the hours of 7pm and 7am.

Skills& Experience:

• A minimum of 3 Years experience in a Managed Service Provider or similar role.
• Good communicator with a natural aptitude for dealing with people.
• Good network diagnostic skills.

Qualifications:

• Cisco CCNA or equivalent vendor Certification in Enterprise technologies.

Benefits:

• 35 Days holiday plus your birthday off
• Bupa CashPlan
• Flexible working
• Various salary sacrifice schemes including; Car, Gym, Home & Tech and Bike to Work
• Employee Assistance Program
• 2 Volunteer Days
• Social Calendar
• Personal Development