Here at Virtual1, our mission is to be the obvious choice for business connectivity in the UK. We do this as a team by creating world-class, cutting-edge infrastructure. At the heart of Virtual1 are our people, who we consider family. We acknowledge our success is driven by our people, and continually strive to be the best company to work for.

We are looking for a 3rd Line Support Engineer to join our growing team and provide fantastic service to our partners.

What you will be responsible for:

• Monitoring and repairing network incidents and providing higher level support for the 2nd line engineer desk and other network services to Virtual1 Partners as required
• Managing case queues within the SalesForce system for faults, change requests
• Engaging with Partners when, logging, progressing or updating cases as appropriate via telephone, email, and SalesForce
• Refer faults to carriers and suppliers and chase effectively to ensure a satisfactory outcome in the shortest timescale possible

Additional Responsibilities

• As the 3rd Line Support Engineer, you will need to work with carrier partners and suppliers to define efficient methods for identifying and resolving incidents over the services Virtual1 takes from them
• Ownership of all related SalesForce queues

• Strong background in Telecommunications environment
• Is able to demonstrate their experience with Juniper EX/SRX/MX and Cisco chassis
• Confident in the levels of the OSI model and how it relates to fault finding
• Strong knowledge in OSPF and BGP in an ISP environment
• Strong knowledge in layer two protocols. (VPLS, 802.1ad, STP,CCC)
• Experience with Fortinet Fortigate chassis
• Proficient in packet capture and interpretation

Essential criteria:

• Cisco or Juniper accreditation to at least CCNP or JNCIS level