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Exclusive Networks Technical Academy

Introduction

The Exclusive Networks Technical Academy is a structured learning program which guides new technical support engineers through training and certifications over an initial 2 years. This is followed by a second phase which provides veteran support engineers the opportunity to experience working in other Technical Services teams, such as Professional Services, Presales and Training.

The Academy program is designed to develop engineers in the network security products supported by the Technical Services team, as well as teach internal support processes and best practice for customer service. Milestones and targets are set throughout the program for engineers to achieve, proving their newly acquired knowledge by putting their training to use in real-world support cases.

Along with classroom training courses new engineers will receive 1-to-1 mentoring with senior engineers, access to an extensive lab, and regular progress reviews with team leaders. As engineers progress through the Academy program they will collect bonuses for passing certification exams and collect credits towards end-of-year bonuses for staying on track with their milestones.

  • Engineers will collect credits as they progress. These credits are paid after completing one and then two years’ service.
  • Successfully passing certification exams for our vendors will award exam bonuses. The specific bonuses vary, and are based on technical complexity.
  • Engineers will be eligible to participate in the Company bonus scheme under which they may be entitled to receive a bonus payment of up to 10% of their annual base pay.
  • Regular pay reviews with two built-in increases for the first year, to reflect the engineers increasing knowledge and experience.
  • Role: 24x7 Support Engineer

    Year 1

    Month 1 – 6

    • Complete three online vendor training courses
    • Attend 2 vendor classroom training courses
    • Pass 2 foundation certifications related to training courses
    • Receive hands-on training on configuring and testing all vendor products
    • Receive lab training with Senior 24×7 engineers
    • Begin lab use for case work and replicating customer issues
    • Enter 24×7 shift rota on month four

    Month 7 – 12

    • Complete 1 online vendor training course
    • Attend 4 vendor classroom training courses
    • Pass 2 certifications related to training courses
    • Remote meetings with customers to investigate / troubleshoot issues

    Year 2

    Month 13 – 18

    • Complete 4 online vendor training courses
    • Attend 4 vendor classroom training courses
    • Pass 2 certifications related to training courses, one of them advanced
    • Review performance and knowledge requirements for Senior 24×7 engineer role based on vacancies
    • Shift change (no evening or weekend shifts) if promoted to Senior role

    Month 19 – 24

    • Complete 4 online vendor training courses
    • Attend 2 vendor classroom training courses
    • Pass 2 advanced certificates
    • Mentor junior 24/7 engineers
    • Review performance and knowledge requirements for 2nd line engineer role based on vacancies

    Expected profile and achievements of Senior 24×7 Support Engineer with 2 years’ experience

    • Eight different certifications related to network security vendors
    • Ability to replicate/verify customer issues using lab devices
    • Regularly investigate and troubleshoot issues with customers on remote meetings
    • Specialise in at least 2 vendor products, and ability to work at an expert level on related cases
    • Assist and mentor junior engineers
    • Prepared for 2nd line engineer role, and ready to begin Phase 2 of the Technical Academy.

Read Rods Story – The Exclusive Academy: Ensures The Highest Support Standards

Education, experience and the accumulation of knowledge. All are critical ingredients for the provision of first-rate support and issue resolution. At the heart of Exclusive Networks Passport Global Services sits the 24/7 Network Support Centre. The dozens of resident engineers have a wide variety of backgrounds and experiences, ensuring a broad and deep collective knowledge-base. One thing all have in common though is the Exclusive Academy – a two-year, stringent, multi-vendor training programme. The Academy ensures consistent, high standards of partner support, resolving more issues, earlier and avoiding costly and lengthy escalations.

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