Network Operations Engineer - Gatwick area

CDS, a Hewlett Packard Enterprise company, is a wholly owned subsidiary of Hewlett Packard Enterprise (HPE), providing field service capabilities to Hewlett Packard Enterprise customers as well as delivering business-oriented services, such as development, support and maintenance of applications, virtualisation, automation, cloud and infrastructure administration.

We are looking for an experienced engineer to work as a hybrid Network Engineer for a well-known customer in Crawley. Working as part of an onsite team, the role will be to provide Network Infrastructure support across a large client campus. The role is primarily responsible for Cisco IP Telephony (Voice) but also covers network and minor Firewall duties in the future after training. You would work within a small team to jointly cover the core shift hours between 07:00 & 19:00, Monday to Friday (07:00-15:00, 09:00-17:00 & 11:00-19:00). This role includes a requirement to provide Out of Hours cover as part of a scheduled rota.

The tasks will include (but are not limited to):

• Network equipment installations and support.
• Troubleshooting hardware and firmware issues on all networking & telephony infrastructure (main focus is voice).
• Being part of a wider team to support user issues and queries (your role will be a first responder for customer logged faults).
• Configuring and deploying network equipment primarily working with IP Telephony endpoints and CUCM.
• Adhering to strict policies and processes around security and data protection.
• Ensuring SLA requirements and Customer Satisfaction metrics are on or above target.
• Creating and maintaining comprehensive and meaningful updates in the customer’s ticket handling system.
• Ensuring the escalation process is followed and any issues are communicated appropriately to internal and customer management teams.
• Maintenance of Unity Connection (Voice Mail).
• Have experience/understanding of UCCX (desirable).
• Familiar with SIP Trunks and VoIP/CUCM call routing.
• Working with network management tools (NMS systems).

Required skills and attributes:

• Minimum of 3 years IP Telephony & Cisco CUCM support experience.
• Cisco and non-Cisco (third-party) endpoints.
• Cisco SBCs with integration and SNR/Unified Mobility support experience.
• MS-Teams Direct Routing integration.
• Proven networking background (4 years).
• Knowledge of network equipment from many of the following vendors - Cisco, HPE/Aruba.
• Experience of IT incident management.
• Exceptional customer service skills including the ability to simplify technical detail.
• Highly organised with the ability to work in a fast-paced, structured manner to meet tight deadlines.
• Flexible to workload requirements.
• Be able to produce Documents and Guides.
• Confident, collaborative working style and able to interface well with people of all levels.
• Proactive approach to working activities & supporting colleagues.
• Demonstrated ability to recognise and react to situations with a sense of urgency and problem ownership.
• Must be able to pass security clearance checks and provide a verified record of past employment.

Desirable skills:

• Any APD Cortex support experience would be of interest.
• Network Management: HPE IMC and Solarwinds.
• Aruba / HPE Network knowledge.
• Palo Alto & Fortinet FortiGate firewalls experience advantageous.
• ITIL Service Management Foundation.
• Fluke & other cable test equipment.
• Any previous experience of enterprise networks would be a benefit.

At CDS, we are an equal opportunity employer. We attract and retain the best-qualified individuals available, without regard to race/ethnicity, religion, gender, sexual orientation, age, or disability.