CAE Technology

About CAE Technology

Specifically, your primary role on the NOC Team is to support CAE customers with incident, change and fault management as a 2nd/3rd line resource. This role requires strong skills across routing, switching, and security, ideally with service provider technology experience. Key Responsibilities and Duties The main duties and responsibilities of the role shall include: Supporting Customers Responding to support incidents raised via web portal, email or the phone. Updating tickets in an organised an efficient manner Working within defined service level agreements (SLA) for different customers to ensure SLAs are met within thresholds. Escalating tickets where appropriate following a defined escalation process and being responsive to tickets which are escalated. Documentation of customer systems where required. Technical Responsibilities Commitment to improve professional and technical knowledge. Development of Internal systems and process to improve the support operations. Undertake personal accreditations as required by the company as part of an agreed training plan. Participation in an on-call rota for escalation from level 1/2 NOC. Commitment to developing technical knowledge of NOC level 1/2. You will need to be highly organised, disciplined and adaptable with excellent communication skills. You must be willing to get stuck in with day-to-day operational tasks, handle high volumes of work and run multiple work streams. In addition to this you must: Be able to adapt your communication style to the audience you are presented with Demonstrate the ability to build cross-departmental relationships (sales, managed services) Be passionate about the technology that you support Have a keen eye for detail and observational skills Be able to work to deadlines Be confident and approachable Knowledge & Experience Required Cisco Routers and Switching configuration and troubleshooting – Desired minimum CCNP Certification or suitable industry experience Operational knowledge of the Cisco ISE platform Cisco Security configuration and troubleshooting – Desired minimum CCNA Security or suitable industry experience Exposure and experience in the configuration and troubleshooting of Cisco FirePower Desired Cisco Wireless configuration and troubleshooting - Desired minimum CCNA Wireless or suitable industry experience Cisco Collaboration configuration and troubleshooting – Desired minimum CCNA Voice or suitable industry experience Palo Alto, switching, security and wireless exposure ITIL/Change management or similar process experience Qualifications and Training Required CCNP certification or equivalent knowledge and experience Desired CCNP security PCNSE

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