Ref No HQ949: Cisco Senior Support Engineer
Location: Moorfields, London EC2Y
Main purpose of role
The Cisco Senior Support Engineer’s role is to maintain the Core Infrastructure of the company through regular equipment health checks and proactive monitoring. Tightly control configurations at the core and manage changes to cause minimal customer impact. Work with direct reports to ensure that all Service Level Agreements are achieved internally and externally for clients of the company.
Provide direction and support for IT solutions that enhance mission-critical business operations.
Key Tasks and Responsibilities
Manage the Cisco Support team project planning, organising and negotiating the allocation of resources.
Define and communicate project milestones, service level agreements, and resource allocation to the
Infrastructure Manager, department leads, support staff, and end users.
Review performance of Team to determine operating costs and productivity levels.
Benchmark, analyse, report on, and make recommendations for the improvement of the IT infrastructure and IT systems
Develop and implement department policies and procedures.
Manage team staffing, including recruitment, supervision, scheduling, development, evaluation, and
disciplinary actions.
Establish and maintain regular written and in-person communications with the organisation’s directors,
department heads, and end users regarding pertinent IT activities.
Serve as a point of escalation for any data or voice issues affecting the core or customer data networks
Responsible for creating monthly management reports to be presented at board level
Travel to customer sites as necessary
Managing crisis situations, which may involve complex technical hardware or software problems
Manage the support call queue ensuring that calls are updated regularly and closed within SLA
Ensure that all closed calls are approved correctly, in time and with the correct SLA
Keeping up to date with the latest technologies.
Professional Qualifications
5 years experience managing a Team
Good understanding and technical knowledge of current network and PC operating systems, hardware,
protocols, and standards, Cisco voice and data technologies experience essential
Superior understanding of the organisation’s goals and objectives.
Strong understanding of human resource management principles, practices, and procedures.
Strong Cisco knowledge
Strong communications skills including coaching, presenting, technical and business writing
Ability to deliver formal training, documentation and presentations.
Willingness to gain further professional technical accreditations
Personal Qualities
Strong leadership skills.
Excellent written, oral, and interpersonal communication skills.
Ability to conduct and direct research into IT issues and products.
Ability to present ideas in business-friendly and user-friendly language.
Highly self-motivated, self-directed, and attentive to detail.
Ability to effectively prioritise and execute tasks in a high-pressure environment.
Extensive experience working in a team-oriented, collaborative environment.
Interpersonal sensitivity
Calm under pressure in a fast-paced environment
A flexible attitude to work
Ability to motivate and gain commitment from others, escalate and accelerate activities & issues to meet
targets
FRS is acting as an employment agency with respect to this vacancy.
Salary: £38k
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