Customer Services Networks and Cyber support technician

Network Support technicians provide 1st, 2nd, and 3rd line support for the network and associated infrastructure of our customer’s signalling installations. You will be supporting, diagnosing, and configuring computer systems, diagnosing hardware and software faults, and solving technical and applications problems, either over the phone or in person.

In your role as technical support, you'll also provide expert knowledge to other engineers as part of solution development and proposal generation. You will be required to assist in the proposal and/or analysis of network architecture solutions including the functionality of equipment, the benefits and disbenefits of utilising certain products, support issues and compatibility issues or considerations.

Our customers increasingly rely on the critical Networks in all areas of their railway operations and decision-making processes. It's therefore crucial to ensure the correct running and maintenance of the systems.

Responsibilities

You'll be responsible for the provision of support functions to Siemen’s customers, providing fault rectification, cyber security guidance, and smooth running of customer systems and ensuring that users get maximum uptime from them. Individual tasks vary depending on the requirements of the various customers and contracts, but you'll need to:

• Install and configure computer hardware, operating systems, and applications
• Remotely support end users to monitor and maintain computer systems and networks
• Talk customers through a series of actions, either face-to-face or over the phone, to help investigate failures and resolve issues
• troubleshoot system and network problems, diagnosing and solving hardware or software faults
• Retrieve and record networking configuration, and work with networks team to develop new configuration for hardware or installation changes
• provide support, including producing procedural documentation and relevant reports
• follow diagrams and written instructions to carry out various routine operations.
• Work with our account managers and engineers to prioritise and manage open cases
• Rapidly establish a good working relationship with customers and other professionals, such as project delivery and network engineers
• Assist in the testing and evaluation of new technologies in response to new customer requirements
• Provide expert knowledge to other engineers as part of solution development and proposal generation
• Provide support for new work tenders as required to include assessment of network architecture, assessment of proposed equipment, benefits and disbenefits of selecting certain types of equipment and information on COTS equipment (supply, support, life expectancy etc.)

Qualifications and Experience requirements

The ideal applicant would have the following knowledge (or similar)

• Network +, Security +, CCNA or similar
• Previous experience in an IT/Networks support environment
• Understanding of Network Architecture, IP Networks, Firewalls and Security mechanisms
• Understanding of Cyber Security and its impact on critical systems
• Ability to think logically, with attention to detail
• excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution