LAN3 is a fast growing organisation always on the lookout for talented individuals, who can help us to achieve our goals and contribute to the continuing success of the business.
Building relationships is key to our success, be it with customers, partners or colleagues. We want our people to really make the difference. In return, we offer fulfilling, long-term career opportunities and an attractive remuneration package.
Current Vacancies:-
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Professional Services Engineer
The role encompasses all aspects of 'pre' & 'post'-sales services, including consultancy, pre-Staging, Configuration, Knowledge Transfer, documentation and Network Health Checks.
You will be expected to be an expert in LAN3's core networking technologies, as well as have a high-level technical understanding of LAN3’s full product portfolio. You will be able to provide a consultative approach to the implementation phase of all projects. The ability to communicate efficiently to both technical and non-technical people and feel confident discussing technology with customer’s technical teams and c-level alike, is imperative.
You must have a professional and can-do attitude towards work. An attention to detail is required at all times. You will act as a role model and mentor to junior members of the team.
ROLES & RESPONSIBILITIES:
- Provide Field-based post-sales implementation services to LAN3 Customers, including but not limited to: pre-staging of switching and wireless technologies, provision into customer sites (Rack & Stack), configuration, testing, User Acceptance Testing and documentation
- Understand the impact of implementing a solution on a customer site and be able to make recommendations on the best approach to design and implementation
- Provide advice and knowledge transfer to customers
- Perform Network Health Checks for customers
- Produce High Level and Low-Level Technical Documentation
- Maintain a high level of technical knowledge in LAN3’s Core Products
- Keep abreast of technology advancements, specifically LAN3’s product portfolio through training courses, self-teaching and knowledge sharing
- Contribute to LAN3’s Knowledge Base and Intelligence swarm
- Report to senior management and account managers on any issue that could significantly impact the customer
- Build strong relationships with customers & partners
- A good level of business awareness and commercial acumen
- Strong organisational, time management and prioritisation skills
- Ability to proactively suggest alternative ways of approaching tasks, to provide a better service to our customer base
QUALIFICATIONS / EXPERIENCE:
- At least 3 Years’ Experience within a technical IT role
- Experience as a Professional Services Engineer
- Industry recognised technical certifications – Microsoft, Cisco etc.
- CCNP Certification or higher is desirable
- Experience working with LAN3’s Core Technologies – Dell EMC Networking, Extreme Networks, Aerohive Wireless, Ruckus Wireless, Palo Alto Networks' Security Platform.
- Experience configuring Microsoft Technologies - RADIUS/NPS, Certificate Services, DHCP
- Experience with Network Access Control (NAC) Solutions
- Experience in working to PRINCE2 and ITIL standards
- Effective communication skills at all levels
- A passion for working with people and the ability to quickly build rapport
- Demonstrating a strong understanding of wireless, switching, SD-WAN and Security Technologies
Please contact Catherine Hakki (catherine.hakki@lan3.co.uk) for more information, or to apply.
Service Centre Team Manager
Reports to: Service Centre Team Manager
Location: LAN3 Head Office, Oxfordshire
The Role:
As Service Centre Manager you will expected to lead the Service Centre team to success, by achieving SLAs and all other KPIs, with an understanding of how these achievements contribute to the overall success of LAN3. In all decisions made, you must act as an ambassador for the customer, whilst balancing the needs of the business.
You will be the primary point of contact for your LAN3 colleagues, who require advice and support for customer support queries and a point of technical escalation for your team.
LAN3 operate a fully managed service, and part of your responsibility will be to ensure that customer SLAs are met and provide a pro-active support service.
As Service Centre Manager you will be required to provide Manager on-call support, responding to any out of hours escalations raised by the on-call Service Centre Engineer or any major incidents/outages
Roles & Responsibilities
- Day to day management of the Service Centre and team, including monthly 121 meetings and regular coaching
- Act as a technical point of escalation for the Service Centre team, LAN3 colleagues and customers
- Drive the efficiency and effectiveness of the Service Centre by acting as an agent for change and leading by example
- Ensure continuous service improvement is embedded in the culture and working practices of the Service Centre
- Build and lead a positive culture where external resources are engaged in order to achieve outcomes, managing SLAs to ensure value
- Create and monitor team KPIs, and perform daily reviews of Service Centre tickets to ensure SLAs are being met, taking ownership of escalations where required
- Ensure major incident processes are documented, followed and maintained
- Identify and monitor ricks, governance and compliance requirements related to the Service Centre
Reporting back to the business and suppliers on key areas of performance on a weekly and monthly basis
- Any other tasks as laid out by the Head of Services
Qualifications & Experience
- Experience within an IT Service Desk Management position, ideally within a reseller environment
- Experience managing 3rd party/outsourced suppliers
- Experience managing a high-performing team
- Strong verbal and written communication skills
- The ability to work within a fast-paced environment with a ‘can-do’ attitude
- CCNA
- CWNA
- ITIL Foundation
Please contact Catherine Hakki (catherine.hakki@lan3.co.uk) for more information, or to apply.
Service Centre Engineer - Tier 2/3
Reports to: Service Centre Team Manager
Location: LAN3 Head Office, Oxfordshire
The Role:
As a Service Centre Engineer (Tier 2/3) you will be expected to be reactive to a multitude of issues as they arise. Problem solving and time management skills are a must, with customer Incidents requiring timely fixes to maintain LAN3’s service centre SLAs. You will be the primary point of contact for all customers requiring support, with an expectation to further troubleshoot and escalate through to Tier 3 or vendor support as appropriate. Cases are shared between multiple engineers, so a thorough and methodical approach to note taking and case documentation is vital.
LAN3 operate a fully managed service, and part of your responsibility will be to ensure that customer SLAs are met and provide a pro-active support service.
As a member of the team you will be required to provide on-call support to LAN3’s customers across the UK, responding to all cases and managed service alerts as they are raised.
Roles & Responsibilities
- Primary point of contact for clients with network related issues
- Logging & managing all calls to SLA on service management system from inception to successful closure; ensuring calls are handled correctly
- Performing initial investigation and/or troubleshooting of system and network issues to determine root cause
- Completing upgrades for customers with a LAN3 Manged Service contract
- Managing & monitoring customer networks
- Referring client requests for advice & consultation to Team Manager/Account Manager where necessary
- Maintaining suitable lines of communication with all staff & clients by various means; email, meeting schedules, shared documents, phone, mobile etc.
- Produce predictive wireless survey reports for potential customers
Qualifications & Experience
- Degree in a related technical discipline, or the equivalent combination of education, technical certifications or work experience
- Experience supporting Service Centre operations is desirable
- Comfortable supporting customers using a support tool, email, voice, and/or remotely connected to machines to identify, research, and resolve a variety of technical problems and requests
- Customer-service orientation
- Focus-tasking and prioritisation skills
- Strong problem-solving skills
- Ability to adapt to varying demands
- Passion and commitment to excel
- Effective communication skills at all levels, technical through to management
- A passion for working with people and the ability to quickly build rapport
- An understanding of routing protocols including MPLS/VPLS, RIP, EIGRP, BGP and OSPF
- Experience with network management and monitoring tools
Please contact Catherine Hakki (catherine.hakki@lan3.co.uk) for more information, or to apply.
