24/7 Service Engineer (L2) (Networks)

Summary and purpose of the Job:

· Provide investigation of customer incidents escalated to the team, quickly triage, and bring the case to resolution.

· Become an extension of the customer’s IT team, ensuring the best customer experience, and deliver high levels of expertise.

· Have the capability to make technical decisions and implement service restoration workarounds whilst root cause is established.

· Understand the need to and know when to escalate to Senior Engineers to ensure that customer SLA’s are met.

· Take direction from Senior Engineers as part of a virtual Incident Management team.

· Work in conjunction with the Operations Engineers and 3rd Party Resolvers to provide incident resolution, problem management and root cause analysis.

· Have the capability to perform trend analysis leading to the identification of reoccurring faults and resolve repeat faults under problem management.