Main Purpose of Job
- To have responsibility for the through life maintenance and support of both internal and customer networks as required by the company.
- To participate and support all internal IT & Engineering teams including providing advice and expertise on the design and management of internal and customer networks.
- To participate as required in the build, test and commissioning of such networks.
- To help support and maintain the integrity of network security for internal and external customer networks
Who we are:
NSSLGlobal is a leading and growing provider of Satellite Communications and IT Support to the Government and Maritime markets. Established 55 years ago, the company leverages deep customer understanding and engineering know-how to deliver technical solutions tailored to their customers unique requirements.
In an enviably strong financial position with over 250 employees the company is privately held, profitable and debt free with exponential growth plans. Headquartered in the UK, the company has a global footprint with key offices located across Germany, Denmark, Norway, the Netherlands, Sweden, Poland, Singapore, Japan and the United States.
Key Tasks
- Be the centre of excellence for network design and management
Lead by example and develop and maintain personal and group technical expertise in company bespoke products and networks thereby ensuring integrity and security of networks; - Good working knowledge & experience of:
o Fortinet Fortigate Firewalls(FortiManager, FortiAnalyzer)
o Cisco Routers (29xx, 83xx,4xxx, IOS-XE)
o Cisco Switches (29xx, 93xx)
o Linux
o Crypto
o VPN, IP SLA, BGP,OSPF, IPSEC, VOIP QoS - Design, build, test and commission internal and occasional customer networks
- Troubleshoot networking routing, compression and acceleration processes in long latency networks.
- Write and maintain configuration/reconfiguration documentation, network schematics, support guides and other documentation as required.
- Share knowledge, train, support and develop individuals internally on network management
- Work across the Enterprise, IT, Hub and MoD Engineering teams in support of own and customer networks. Supporting and ensuring the highest levels of network security.
Customer support:
This includes both internal customer/colleague support as well as occasionally supporting external customers directly:
- To analyse call/routing/firewall logs for trends with product problems and technical problems, provide statistics as required and to make recommendations accordingly, and help roll out any changes once approved.
- As required to provide reporting analysis and SLA information. Review issues raised and listen to the customer concerning existing and future support requirements and come up with recommendations accordingly.
Point of contact:
- To work with IT and the Engineering departments to ensure that networks and other technical aspects within scope of role are maximised, developed and maintained to provide secure access to networks. These include MoD, Maritime, Satellite, Aero
- To liaise with other departments as required to ensure full support of networks and knowledge.
General:
- Last point of contact for network support escalations including trouble shooting and resolving to sometimes tight timescales.
- Update plans in place and departments aware of any planned outages / maintenance schedules
- To be part of a weekend/out of hours emergency support rota.
Assignment and Review of Work
- Responsibility for through life network support for NSSLGlobal networks both internal and external.
- Day to day tasks to be self-initiated in line with the demands of the business and Customers – proactive and flexible approach essential
Decision Making
- Taking ownership of issues relating to the networks, their integrity and managing and completing tasks
- Third line support of all network issues
Judgement
- Providing appropriate technical advice regarding complex network problems.
- Following up and driving issues through to satisfactory completion.
- Identifying training needs to ensure consistency of service
- Appropriate planning of maintenance and outages
Experience/Skills/Qualifications
- A minimum of FCSS/FCP and/or CCNA/CCNP or equivalent qualification.
- A minimum of 5 years multi network exposure including hands on experience of designing and managing networks including at least some of the following systems:
o Fortinet Fortigate Firewalls(FortiManager, FortiAnalyzer)
o Cisco Routers (29xx, 83xx,4xxx, IOS-XE)
o Cisco Switches (29xx, 93xx)
o Crypto
o VPN, IP SLA, BGP,OSPF, IPSEC, VOIP QoS - Ability to absorb and quickly gain and retain knowledge of NSSLGlobal bespoke products & satellite services
- Excellent customer support skills and ability to interact with customers both on the phone and in meetings
- Must be able to demonstrate technical competency in all that they do with a right first time, every time attitude.
- Must hold, or have the ability to easily achieve DV Security Clearance.
- A well organized, pro-active and can-do attitude.
- Effective communicator with an eye for detail and accurate planning skills
Desirable:
- Telecommunications background ideally with knowledge of satcom and/or maritime communications background.
- Experience in MPLS, 802.1x, Multicast
- Experience in Linux, Docker, Python
Most Difficult Part of Job
- Providing customer satisfaction at all times often to tight timescales and changing priorities.
- Maintaining effectiveness, integrity and security of all company networks
- Training, others for technical network competencies
- Constantly improving standards of support and developing existing networks
- Liaising with other departments
- Maintaining flexibility for short notice emergencies for staff cover and handling out of hours calls