Network Engineer Level 2

Job description
The Job

Our Network Engineers work within the highly skilled Ideal Support Services Team to deliver
exceptional 1st and 2nd line support to our customers.

Our Values

Pride – We demonstrate commitment to quality, and an ability to anticipate, pre-empt, act and
deliver, taking pride in seeing things through to completion.
Relationships – We strive to be a trusted partner for our customers, working collaboratively and
with a ‘one-team’ approach. We maintain excellent relationships through showing integrity,
recognising achievements and communicating effectively.
Ambition – We aim high. We constantly develop our skills and expertise for the benefit of our
customers, and partner with vendors who share our ambition to be outstanding. We never accept the
status quo, but constructively challenge so as to optimise the required business outcomes.

Principal Responsibilities

 Undertake and manage in depth troubleshooting activities and plan customer facing
activities under guidance
 Investigate and help resolve issues on customer’s network and IT estates using agreed
troubleshooting methodologies
 Manage support cases to enable fast resolution that exceeds our customers’ expectations
 Ensuring accurate recording of all cases using the Company’s ticket management tool and
closing within agreed timeframes
 Using the central document repository, to ensure knowledge sharing across the team and
enable best practice
 Supporting ad-hoc projects to develop the capabilities of the Ideal Service Centre

Key Performance Measures

 Ticket SLAs and KPIs are achieved

 Escalation procedures, policies and working practices are adhered to
 All records relating to Service Requests, Incidents, Problems and Knowledge Management
are completed accurately and within agreed timeframe
 Projects are delivered in line with project quality standards

Requirements

 1 years relevant customer focused experience, resolving technical problems, with experience
of using ticketing systems
 Specialised in supporting Cisco architectures with technical competency in supporting one
of the following: Cisco and Palo Alto security, Cisco switching & wireless, Cisco Datacentre
(UCS, Nexus, NetApp/Nimble & VMware) and Cisco Collaboration (CUCM, UCCX, Unity)
 Cisco CCNA
 Ability to communicate effectively and build relationships to understand client requirements
 Accurate written recording of information
 A self-motivated attitude

Ideal, City View, Stroudley Road, Brighton, BN1 4D Jideal.co.uk 01273 957500 Registered in England No. 5815973
 Network Engineer Level 2
 Ability to deliver against deadlines and agreed targets
 Ability to cover sickness and annual leave for service centre engineers working shifts out of
hours and participate in the out of hours on-call rota
 Full clean driving license and ITIL qualification desirable but not essential

Ideal, City View, Stroudley Road, Brighton, BN1 4D Jideal.co.uk 01273 957500 Registered in England No. 5815973