Support engineer - ITIL

Scope of role for WIFI Support Engineer position:
Primary Responsibility is to support all WIFI severity incidents globally and provide expertise in resolution.
Have Strong working knowledge of Wi-Fi infrastructure – Juniper/MIST would be preferred.
Working with other IT teams including Incident Management during crisis and represent Connectivity.
Work within global diverse team of engineers and vendors to provide support on a “follow the Sun” basis.
Drive down infrastructure service outages and repeat failures.
Present during Post Incident Reviews.
Ensure global standards are set and adhered to.
Work with Service Providers, ensuring contractual service is delivered and work with them on Continuous Improvement.
Strong technical skills for handling Wi-Fi Incidents
Strong understanding of Data Networks Topologies and protocols.
Drive to improve the services we provide to our business.
Need to be a good team player and able to collaborate at all levels.
Experience of Working to ITIL/Agile Standards/Framework.
Strong communication skills and be able to communicate at all levels within the business

Principal Accountabilities:
Identify and prioritise critical incidents.
Quickly resolve WIFI incidents to meet and reduce MTTR.
Take ownership of incidents and escalate high severity cases.
Work with the team and share experiences and knowledge.
Raise vendor cases – scheduling RMA around business requirements.

Responsibilities will include:
Support WIFI incidents.
Help with deployment of new projects/ Upgrades.
Assist other teams in change activities.
Raise RMA cases in coordination with the business. Facilitate recovery of failed infrastructure.
Raise TAC cases with our vendors.
Manage proactive and reactive cases.
Input into process improvements.

Must Have Skills:
Strong Telecoms and WIFI experience.
Need to be a good team player.
Understanding of Data Network Topologies and protocols.
Knowledge of Cisco/Juniper CLI.
Advanced conversational English.

Nice to Have Skills on:
Experience in working in ITIL/Agile with frameworks.
Knowledge of ServiceNow.
Cisco ACI.
Arista.
Cisco SDWAN.
Circuit Management.
Telecoms Certifications.
Bluecoat proxy,
Checkpoint Firewalls – rule management