An exciting opportunity has opened up within Daisy Corporate Services to join our 24/7 technical team. Within this role you will provide a technical response or fix to incidents and service requests reported to Daisy Corporate Services customers. You will perform diagnostics to resolves or identify the best possible next escalation path. 

You will be a flexible and enthusiastic individual who is able to apply all company and departmental policies, procedures and work instructions to their daily tasks, and proactively contribute to improving these where possible. This position will require proven engineering experience within a relevant industry and a good appreciation of relevant engineering standards and procedures. It will also require the ability to build rapport and maintain strong technical relationships with our internal and customers to help drive and improve our quality of srvice.

The successful candidate will be willing to apply themselves to a diverse range of work and meet and exceed customer expectations and service levels. The candidate must display a desire to learn and understand new technologies, achieve objectives agreed with their Leader and develop and maintain an excellent working relationship with colleagues.

·To communicate with customers on a highly technical level to provide immediate resolution where possible; ensuring tickets are managed and progressed correctly within the appropriate SLAs.

·Act as an escalation point for all incidents and join all escalation calls as a representative for Daisy Corporate Services.

·Provide support for customer technical services to the Daisy Corporate Services Enterprise and Service Provider customer base including monitoring, incidents, changes and appropriate service requests within agreed service hours and to agreed service levels.

·Participate in a shift pattern across the Technical Ops NOC/Connectivity portfolio to cover all relevant technologies- 24x7 shift pattern.

·Carry out proactive maintenance to maximize availability including patching, configuration backup and capacity management, with documented and automated processes from the Service Towers.

·Participate in Change Management process, creating and updating CAB Requests as appropriate, attending CAB meetings at request as appropriate to ensure proposed changes do not compromise network availability.

·Establish effective working relationships with key parties from internal stakeholders to external suppliers; encourage stakeholder engagement and drive high quality working relationships.

·You will have previous technical experience with a proven ability to perform technical diagnostics and administration across some/all of the following technical areas: 

Cisco and Huawei R&S at a Service provider level , Cisco management tools, Juniper and Extreme Firewalls, Wireless Technologies, inc Meraki Aruba Cisos and Extreme. Nexus 1-7K support, Cisco ACE and F5 Configuration plus fault finding. Broadband Support including Traffic shaping. As well as Windows Server Operating and Administration systems, Microsoft Office, Remote Control Software i.e. VNC, SMS, PC Anywhere, RDP, backup technology such as Backup Exec, virtual solutions, SAN storage, Networking and Security software, Microsoft Exchange.

·You will have some experience of managing a technical team

·Raising issues to and working with service providers to resolve circuit issues.

·You will be able to work to ITIL standards and Maintain proper documentation for operations.

·You must be able to ensure your customer are proactively updated verbally and via ticketing systems in line with standard Daisy Corporate Services Processes- Incident, Change, Problem

·Knowledge of Network analytical tools such as Wireshark.

·Knowledge of Cisco and Extreme management tools.

·Knowledge in one or more of the following technologies: SIP, Mobile or telephony

·Virtualisation (VMWare/Hyper-V/Xen Server), Storage (Netapp), VPN, Microsoft Exchange.

What are the benefits of working at Daisy?
Our colleagues work hard to deliver for our customers and that is why we give them the recognition and rewards they deserve for their effort

But working at Daisy is much more than just a fair salary. It’s about providing a range of benefits and opportunities to all our staff to make working with us enjoyable.

Our ethos is simple: the more you put in the more you get out.

Here are some of the benefits that we offer…

• Up to 38 days holiday, plus bank holidays
• The day off on your birthday!
• Fantastic learning and development opportunities through "Daisy University" to help you achieve your career goals. 
• Access to excellent discounts and savings at more than 1,200 retailers
• Access to exclusive offers on a range of Daisy products