The role is based within the Managed Networks function. This function provides 2nd/3rd line technical support for all Enterprise customers that have subscribed to our Managed Network product range.

The role also involves occasional support for WiFi and networking technologies; therefore, the role requires an individual to acquire the required skillset and gain plenty of experience in this technology.

The role reports into the Managed Networks Manager directly and works as part of a larger team.

Key Deliverables:

• To assist in the delivery of effective, timely and high-quality services and technical support to MT customers, network services and internal management systems.
• The job holder has responsibility to provide technical support and assistance where required to meet agreed customer expectations, and assist in the operation and assurance of all Managed Network products and services in line with agreed KPI’s & SLA’s
• The job holder will engage with and support other Customer Technology Services teams in the delivery, operation, and support of Customer Solutions & Services in relation to all MT Managed Network products and services.
• The job holder will work closely with both the Network and Operational leads to identify individual development opportunities, mentoring & coaching as necessary and creating a highly efficient, engaged, and motivated team

People & Performance Management

• Encourage and maintain high levels of personal and team engagement across the business
• Regular performance management 121s with manager
• Assist to ensure the team meets its operational obligations to maintain all platforms within their remit. Drive self and other’s performance, focusing both on achievement against objectives, and the behaviours/values framework.

Resource Management

• Manage time effectively to meet daily BAU SLAs/KPIs

Support Management

• Provides technical support and assistance to other team members where appropriate
• Guide others to use their own initiative

BAU Network Support & Maintenance

• Assist in carrying out regular maintenance tasks, including Security patching/upgrades/capacity mgmt/reporting etc
• Responsible for early feedback to management of any issues
• Raise/implement change request on existing systems
• Handling routine tasks – Eg backups, failover tests etc
• Implement patches/updates for critical/security issues
• Perform root cause analyse after incidents
• Monitor KPIs and assist in creation of improvement plans
• Escalation to vendors
• Development Project Support
• Engage in Development projects to provide Support requirements
• Raise/implement change request on existing systems for projects

• Professional work ethic
• Aptitude to learn new skills.
• Takes ownership & responsibility.
• An understanding of complex Networking and WiFi concepts
• Working with complex network architectures
• 5+ years of overall experience with a managed service provider holding a skilled engineering position.
• Experience in customer facing role requiring a high level of individual responsibility, sound business judgement and where an aptitude for improving customer satisfaction was successfully demonstrated.
• Strong documentation skills.
• Good understanding of routing protocols
• Cisco certified engineer

• 5+ years of overall experience with a managed service provider holding a skilled engineering position.
• Experience in customer facing role requiring a high level of individual responsibility, sound business judgement and where an aptitude for improving customer satisfaction was successfully demonstrated.
• Experience with Non-Cisco networking technologies