About the role:

The 3rd Line engineers provide a more in-depth knowledge in technology skill-sets providing support for escalations and incident management, technical problem management and service requests.

What you’ll be doing:

• Mentor more inexperienced members of the team providing technical support where required or needed
• Provide training, guidance and support for new members of staff to the NOC
• Management of major incident/high importance faults based on priority levels
• Lead by example, by ensuring that a high level of service is delivered to the customer at all times via the phone, email or face to face and that the management & information on their support requests are of a high standard, following agreed fault-finding procedures at all times.
• Proactively escalate any potential SLA failures to the Service Operations Management team and/or Service Delivery Managers.
• Proactively monitor the IT Service Management tool to ensure that SLA’s are within target.

What we’re looking for:

• Excellent communication skills – Essential
• Experience working in an ITIL structured environment and adhering to strict SLA’s
• CCNP or equivalent 
• Attention to detail and accuracy
• Technical Lead of Severity/Priority 1 major incidents
• Ability to work under pressure – Essential
• Experience of configuring/troubleshooting firewalls from multiple vendors (Juniper / Cisco / Palo Alto / Checkpoint)
• Experience of NEXUS Data centre switches (2/3/5/7/9K)
• Advanced Experience of Troubleshooting Enterprise Networks (LAN/WAN/WIFI/Data Centre)

About Capita CNS

Capita Network Solutions connect people. We design, build, operate and optimise every form of network service – from Internet to WAN, from LAN to Cloud – with the capability to deliver locally, nationally and globally. Our strategic partnerships with major UK telecoms providers mean we can deliver network coverage across the whole UK. We also have a customer engagement team to keep people online, and a cyber security teams to keep people safe online. With our partner business, Capita IT Services, we’re able to offer an exceptional, scalable range of capabilities - be it within a company’s own network or in the cloud; consultancy or implementation; managed service or full business outsource.

What’s in it for you?

• •A competitive basic salary
• •23 days’ holiday (rising to 27) with the opportunity to buy extra leave
• •The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• •Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more
• •Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.