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This role is central to delivering the Managed Services Contract (MSC), ensuring critical blue light network services are reliable and fully supported. As part of the Data Networks team, you will provide technical support across LAN and WAN infrastructure in Devon, Dorset and Cornwall, resolving incidents within SLA and acting as an escalation point while meeting contractual requirements for Data and Voice Network Services.
Job Responsibility:
Resolve complex technical issues escalated from second line
Investigate and troubleshoot unfamiliar issues
Manage and prioritise workload to meet key performance indicators
Support lifecycle management and security vulnerability remediation
Contribute to continuous improvement initiatives
Maintain up-to-date knowledge of BT products, solutions and industry developments
Deliver an effective, innovative and ISO20K-compliant service
Participate in an out-of-hours call rota, 1 week in 3
Requirements:
Must hold or be eligible for SC (Security Clearance) & NPPV 3 Clearance
Minimum of 5 years working history in the UK
Full UK driving license
Customer-focused approach with commitment to high-quality service
Experience working collaboratively across cross-functional or virtual teams
Experience in at least two of the following: Cisco networking (including CCNA or working towards), network security, wireless networking, Cisco Prime/ISE/DNAC, or SolarWinds
Ability to produce clear technical documentation
Knowledge of EMS products, customer IT systems and applications