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About the Role
We are looking for enthusiastic, experienced, and driven individuals who are looking to build or maintain a lasting career in Networking. Cisilion will be working with you to set clear goals and expectations with regards to soft and technical skills, training, and accreditations to take you through support roles and further within our Client Services department.
Key Responsibilities
- Lead complex network troubleshooting and provide expert technical guidance for escalated incidents and problems across managed service client environments
- Conduct root cause analysis for recurring incidents, proactively recommending improvements to enhance network reliability and performance
- Collaborate with Observability engineering to identify trends in specific devices, stacks, and environments
- Performing technical triage through to either resolution and/or vendor escalation across LAN and WAN technologies (SD-WAN) and Wireless Networks – Meraki, Fortinet, Cisco, Palo Alto
- Serve as the primary technical escalation point for junior engineers and collaborate with cross-functional teams to resolve persistent or high-impact network issues
- Working closely with 3rd parties/vendors to manage shared Incidents impacting Managed Services Clients, as well as handling RMAs and changes
- Manage and oversee critical network changes, ensuring compliance with best practices and minimizing client disruption
- Contribute to technical documentation, process improvement initiatives, and knowledge sharing within the team
- Drive network automation opportunities to minimize manual triage
- Document knowledge articles, network diagrams, and other technical artefacts when required
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Experience, Knowledge, Skills and Qualifications
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- 3+ Years experience of working in a technical Network operational support environment at a 3rd line level ideally
- Professional technical experience of managing and supporting Network and Wireless infrastructure across Cisco, Meraki, Fortinet, Palo Alto (Strata Cloud) and Azure Networks
- Strong knowledge of network security concepts – Firewalls, VPN, NAC, IPS/IDS
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