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 Vacancy:-
Professional Services Consultant
The role encompasses all aspects of post-sales services, including Pre-Staging, Racking and Stacking, Configuration, Knowledge Transfer, Documentation and Health Checks. LAN3 has a dedicated Pre-Sales team that provide design and specification services to our customer base, occasional Pre-Sales work may also be required to assist with large scale projects or projects that involve areas of speciality.
You will be expected to be an expert in the core technologies that LAN3 sell, as well as have a high level technical understanding of the rest of LAN3’s product portfolio. You will be able to provide a consultative approach to the implementation phase of all projects. Able to communicate efficiently to both technical and non-technical people and feel confident discussing technology with customer’s technical teams and c-level alike.
ROLES & RESPONSIBILITIES:
- Provide Post-Sales Implementation Services to LAN3 Customers, including but not limited to; Pre-Staging of Switching and Wireless Technologies, Installation into Customer Sites (Rack & Stack), Configuration, Testing, User Acceptance Testing, and Documentation
- Understand the impact of implementing a solution on a customer site and able to make recommendations on the best approach to 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 Product’s
- Keep up to date with technology and specifically LAN3’s product portfolio through training courses, self-teaching and knowledge sharing
- Contribute to LAN3’s Knowledge Base and Intelligence swarm
- Act as a mentor and role model to junior team members.
- Report to senior management and account managers on any issue that could significantly impact the customer
- Build strong relationships with customers & partners
- Strong rapport and relationship building skills with both internal departments and external customers
- A good level of business awareness and commercial acumen
- Strong organisational, time management and prioritisation skills
- Ability to proactively suggest new ways of approaching tasks to provide a better service to our customer base
QUALIFICATIONS / EXPERIENCE:
- At least 5 Years’ Experience within a technical IT role
- Experience as a Professional Services Engineer/Consultant is desirable
- Industry recognised technical certifications – Microsoft, Cisco etc
- CCNP Certification or higher is desirable
- Experience working with LAN3’s Core Technologies – Extreme Networks Switches and Wireless, Aerohive Wireless, Dell Switches, Palo Alto Networks Next Generation Security Platform, Cylance is desirable
- Experience configuring Microsoft Technologies - Radius/NPS, Certificate Services, DHCP
- Experience with Network Access Control Solutions
- Experience with Network, Endpoint or Information Security Solutions is desirable
- Experience in working to PRINCE2 and ITIL standards
- Excellent attention to detail
- Effective communication skills at all levels, technical through to Directors
- A passion for working with people and the ability to quickly build rapport
- Demonstrating a strong understanding of wireless, switching and security technologies
If you are interested in applying for this role or would like further information, please e-mail John.Galpin@LAN3.co.uk or call us on 0203 176 4900.
Support Desk Engineer, Tier 1
As a Support Desk Engineer (Tier 1), 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 2/3 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:
- Providing 1st line technical support
- 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 Managed Service contract
- Managing & monitoring customer networks
- Referring client requests for advice & consultation to team lead/account manager where necessary
- Maintaining suitable lines of communication with all staff & clients by various means; email, meeting schedules, shared documents, Lync, 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
If you are interested in applying for this role or would like further information, please e-mail Mike.Lydiat@LAN3.co.uk or call us on 0203 176 4900.
