Provide leadership, guidance and line management to a team of 1^st, 2^nd and 3^rd Line ServiceNet Engineers

Provide support to delivery teams with relevant information regarding service performance via meetings, telephone conferences, email or reports

Identify and manage training or development needs in line with company procedures

Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets

Manage organisational change within the team, including changes to procedures with regular comms in a timely manner

Develop, grow and maintain professional working relationships with all internal stakeholders and customer equivalents

Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service

Set high-quality standards and monitor as part of monthly QA, ensuring this is met via appropriate assessment methods

Provide a point of technical escalation and expertise

Escalate potential service issues and work with vendors when required

Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork

Respond to incidents logged in the Incident Management system when required and provide end-users with a technical solution within Service Level Agreements

Provide technical assistance to ongoing projects and the transition of new customers when required

Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plans.

Provide ongoing support to Business Development Managers, Service Design, Product Design and Transition to drive new business and service capabilities

Assist with the design and creation of new Support Services and the review of existing services.

Essential

• At least three years experience in a similar SLA driven support role
• Proven Customer service Skills 
• Proven experience delivering pojects and complex changes
• Awareness of ITIL methodologies and best practice
• Industry recognised qualifications in relevant areas.
• Extensive and proven experience in one or some of the below technologies

- Cisco technologies, including switching and routing

Desirable Knowledge

• Checkpoint
• F5
• Palo Alto
• HP
• Citrix NetScaler
• Cisco Nexus (5k, 7k).
• Security Clearance (SC) advantageous

• Good communication skills, verbal and written
• Punctual and reliable
• Positive, enthusiastic and supportive individual
• Ability to take ownership or to identify when escalation is necessary
• Ability to work under pressure
• Ability to work in a team and to support team members
• Communication and interpersonal skills including listening, building rapport, establishing empathy whilst demonstrating awareness of internal and external issues in a calm and polite manner