Support Engineer

SUMMARY:
Location: Fully remote – anywhere in South Africa
Employment Type: Full time
Reports to: Head of Support and Lead Engineer (day to day)
Working Week: 4-day week (Monday – Thursday) plus weekend on-call
Working Hours: Monday – Thursday, 08:00 – 16:30 UK time

• UK summer: 09:00 – 17:30 (SA time)
• UK winter: 10:00 – 18:30 (SA time)

Weekend On-call: Saturday & Sunday, 08:00 – 20:00 UK time (rarely active – on average about 30 minutes per weekend)

About the Company:
Our client is a UK-based Cisco Premier Partner and managed service provider. Cisco-only since 2019, their in-house team of Cisco engineers looks after networks and security for SMB, mid-market and enterprise customers across the UK.

What's on Offer

• 4-day weekday working pattern
• Fully remote
• Holiday pay and sick pay
• Training and Cisco certifications paid for
• A Cisco-focused team with real depth and exposure to well-known UK customers

POSITION INFO:
Role Overview
We are looking for an experienced, A-team Support Engineer to handle 2nd and 3rd line support for our client's managed service customers. You will take escalations, fix complex Cisco and Meraki problems and see incidents through to resolution – working UK hours from home as a key member of a four-person support team.
This role offers a four-day weekday pattern in exchange for weekend on-call cover for two named managed service customers. Weekend calls are rare, but you must be reachable for the full on-call window, keep your laptop with you, and start remote support within 30 minutes on Priority 1 incidents.

Minimum Requirements

• CCNA (essential)
• Minimum 2 years’ 2nd/3rd line support desk experience, with a proven track record and tangible experience resolving complex escalations
• Proven hands-on experience supporting Cisco Meraki networks (Cisco Catalyst and Cisco Umbrella SIG highly advantageous; Fortinet experience will also be considered)
• Strong troubleshooting across LAN, WAN, wireless and the Meraki Dashboard
• Impeccable, clear written and spoken English (imperative) – this role involves a lot of direct communication with UK customers
• Able to handle tickets independently
• Reliable home internet connection and a quiet place to work
• Available for weekend on-call (08:00 – 20:00 UK time) and able to meet a 30-minute P1 response

Advantageous

• CCNP
• Experience with other Cisco products such as ISE, Umbrella, Secure Firewall, Secure Access or Catalyst Center
• Managed Service Provider (MSP) experience

Key Responsibilities

• Own 2nd and 3rd line incidents and service requests across Cisco and Meraki estates
• Troubleshoot switching, routing, wireless and security issues to root cause
• Take escalations from 1st line and guide them through fixes
• Handle Priority 1 incidents within SLA, including on weekends
• Make configuration changes in line with change control
• Keep ticket notes clear and accurate, and write up root cause reports
• Work with Cisco TAC when needed
• Suggest improvements to customer networks and support processes

Please note that only shortlisted candidates will be contacted.