Network Support Engineer - Hybrid Work Environment

- Support the Corporate Network project for Cisco ISE, ASA and Umbrella, as well as Network Design and architect responsibilities. - Act as a single point of contact (Customer Technical Advocate) for the customer and internal stakeholders for Corporate LAN Network. - Work as part of a dedicated engineering team providing technical Solutions, Design Architecture and support across modern networks. - Respond to problems escalated via the NRTS/Highways Technology Service desk/NOC until resolution. - Update and document Service Requests on a Remedy system. - Participate in a 24-hour call-out rota for outside of normal working hours support. - Maintain up-to-date product and technology knowledge. - Escalate product defects to the appropriate Business Division or third parties. - Attend customer meetings, build relationships, manage difficult situations, and negotiate conflict resolution. - Advocate for the customer during system outages/impairments. - Maintain customer satisfaction by providing services fully compliant with the KPI. - Deliver support; synchronize and communicate between Technical Support team, NOC, and customer. - Facilitate identification of control mechanisms and critical action/recovery paths for system components. - Provide proactive maintenance by monitoring and anticipating network performance. - Conduct network performance analysis to assess and solve customer service-related issues. - Manage preparation and execution of service migration MOPs, network upgrades and retrofits. - Notify anomalies concerning products and their operational configurations. - Analyze technical documents for applicability and propose action plans.