Overview

Be the expert others rely on, step up as our Tier 3 Engineer! Intercity are looking for a Tier 3 Engineer to join our team. You will provide technical support for a variety of products and services with the main focus of Managed Networks and Security, Unified Communication and fixed connectivity supplied to our customers. The hours of work are on a shift pattern that covers 24x7x365 with on call.

Responsibilities

• Remotely support and identify issues affecting customer systems and services, then perform top-tier diagnosis with a view to resolution or further escalation.
• Provide an escalation route within the ISOC for Tier 1, Tier 2 and Tier 3 support functions.
• Resolution of full range of technical support issues.
• Effectively communicate with customers, and within the company.
• Provide proactive monitoring and management of services to all customers.
• Be able to work without continuous supervision and be trusted to provide professional support services to Intercity's customers.
• To be able to self-educate and attain industry standard IT accreditations.
• Use the internet and other sources of information to remain up to date with technical issues affecting the ICT sector.
• Liaise with clients to analyse, review, identify and develop relationships that meet/exceed customer needs.
• Contribute to highest levels of prospect and customer satisfaction.
• Ensure that all company processes, procedures, and standards are adhered to at all times.
• Provide support for core business products such as Touch Cloud, Touch Secure and Touch Technology.
• Provide support for key business processes such as Pre-Sales, ROCO, Service Transition, and Service Management and Reporting.
• Provide ownership of operational processes and escalate issues to internal support teams (such as Technical Services and PMO) as and when required.
• Drive automation across the department.
• Recommend new technologies to enhance performance against product requirements.
• Work with the ISOC Tier 2 Team Leader to provide mentoring to ISOC Tier 2 Core engineers.

Education and Qualifications

• Degree or equivalent qualification in an IT related subject (equivalent professional experience may be considered).
• Cisco CCIE
• Aruba CCCP
• Expert level Radius Experience, including Cisco ISE, Aruba ClearPass
• Process Management - ITIL is highly desirable

Experience and Knowledge

• A minimum of five years providing network/security solutions in a technical support role to a high technical level or have graduated in an IT related subject, complemented by a minimum of three years experience.
• Experience with the advanced functionality of networking equipment, i.e. Routers, Switches, Firewalls, wide area communications, cloud compute and security, SDN's
• Experience of the following vendor products; Check Point, Juniper, Cisco, Palo Alto, Aruba
• Expert knowledge of connectivity technologies (LAN/WAN/Wireless/SD-WAN)
• Advanced Experience in configuring and troubleshooting networking protocols.
• Expert understanding of practical application of VLANs, switching, and routing.
• Sound knowledge of Windows and Linux environments.

What We Offer

• 33 days holiday (inclusive of bank holidays), with entitlement increasing by one day for each full calendar year employed, up to a maximum of five days.
• Annual pay reviews.
• Holiday buy scheme.
• All-company bonus scheme.
• Death in service cover.
• Employee assistance programme.
• Company pension.
• Active social calendar.
• A strong focus on developing our people.

About The Company

Intercity Technology provides reliable and secure technologies in communications, cloud, and managed services, with a big difference - Intercity is a technology solutions partner that isn't all about tech. It\'s about a great bunch of people combining their passion, expertise, and dedication to deliver extraordinary results for businesses.

Our vision is to be the best technology partner to work for and with - we are really proud of our achievements so far:

• Customer Net Promoter Score of +92
• Gold Award Investors in People Accreditation
• 3-star “World Class” Best Companies accreditation, and for 2022, 2023, and 2024:
• The no. 1 best telecoms company to work for
• 9th best mid-sized company in the UK to work for!
• 7th best company in the West-Midlands to work for!
• Platinum Eco Vadis rating

We select candidates with the right skills, experience, and values to join us and selection is based on a fair and equal process. We\'re proud to be committed to equal opportunities and welcome all applications. As a specialist in secure technology solutions, all successful candidates will be subject to pre-employment checks, so we can ensure compliance with our ISO27001 (Information Security) and Cyber Essentials Plus certifications. We are committed to using any personal information you may give us in a secure and proper manner, for more information please see our privacy policy on our website