To apply for this role, please email a copy of your CV along with a covering letter specifying the role which you are applying for to:
recruitment@star.net.uk
| Job description |
| Department: |
Operations - Security |
| Reporting to: |
Security Team Leader |
| Location: |
Barnwood | |
DEPARTMENT
Managed Security Team
PURPOSE OF ROLE
A project based role, also providing assistance to the technical engineers both as an escalation point and mentor.
DIMENSIONS
- A key resource for project work
- Assist in the development of Security Teams product ranges
- Input towards the continued improvement of team process and procedures
- Escalation point to the Security team.
- Provide telephone based firewall support to customers
- A key resource for customer advisories / Technical scoping meetings
- A key resource for workshops and departmental presentations
- Mentor to the Security engineers, helping to develop team members through expert product knowledge, passion and commitment
Principal Accountabilities:
- A key resource for project work.
- Act as an escalation point for the Security Engineers through expert product knowledge.
- Mentor the Security team through expert product knowledge.
- Help define and implement engineer development programs.
- A key resource for team workshops and presentations in varied subject matter, including undertaking the training and development of other teams within Star regarding security products.
- Provide 3rd line support to fully managed and supported firewall customers, mostly via the telephone but occasionally incorporating on-site visits.
- Configuring, Installing and supporting firewalls with additional services such as VPN, Authentication, Intrusion Detection and UTM for deployment in Stars’ Data Centres, and on customer premises.
- Ensuring all support calls are responded to within the response time agreement and accurately document incident progression within Stars’ call logging system.
- Closing support calls by identifying faults and resolving customer issues in a professional manner and to the satisfaction of both parties whether by telephone or on site visit.
- Maintain in-depth knowledge of Securities product range with a keen eye on market trends.
- Maintain in-depth knowledge of Stars network infrastructure and associated technologies.
- Able to think ‘out of the box’ and be able to troubleshoot new situations as they arise efficiently and without supervision to conclusion.
- Help in the development, implementation and maintenance of Securities product range.
- Help define and maintain overall team procedures.
- Help design and conduct in-depth Security reviews of customer firewalls.
- Participate in the Saturday and 24/7 on-call rota.
- Take lead ownership of critical infrastructure supported by the Security Team.
- Technical management of third party suppliers.
Key Performance Indicators:
- Variable Projects
- Response times
- Customer Satisfaction
- Number of calls closed
- % of calls closed same day
Profile Of Job Holder:
Essential
- Expert knowledge of Juniper firewalls with associated vendor certifications – JNCIA-FWV and JNCIS-FWV
- Working knowledge of the Checkpoint firewall range.
- Junos accredited.
- Expert understanding of Cisco networking and routing with associated vendor certification – CCNA
- Expert understanding of the following Communication & Networking technologies:
- o TCP/IP
o Routing protocols
o WAN
o LAN
o VPN
o MPLS
o IPSec
o SSL
o DNS
o VoIP
o Network Design
o Load Balancing
- Solid Windows skills
- Ability to troubleshoot complex issues
- Excellent communication skills (written and verbal)
- Excellent leadership skills
- Self-motivator
- Can work on own initiative and under pressure
- Exposure and ownership of high end critical infrastructure firewalls
Desirable
- Previous customer facing experience
- Previous experience of working for an MSP
- Experience of the following:
o Linux
o Solaris