1st Line Technical Support – Contract

Overview:

Our client is a globally managed network, hosting, and cloud integration business with customers and offices across the World. They are a rapidly expanding company and are looking for Junior Network Engineers with 1-2 years’ experience.

Contract lengths of 3 and 6 months are available.

Job description:

We currently have opportunities within the Service Assurance Team as Technical Service Desk Engineers. These engineers will be responsible for providing 1st line technical support to our clients’ customers and ensuring a smooth transfer of the customer to more senior engineers when the need arises.

Key duties and responsibilities:

Customer Contact Management –

• Ensuring all inbound calls are answered and customer remain informed
• Serving as the single point of contact for the customer while their incident is solved
• Building and maintaining a trusting relationship with customers using own style and company processes.

Ticket Management –

• Ensuring target response times agreed with the customer is met
• Ensuring the fault management system is kept up to date
• Identifying when other operations teams are needed to resolve a ticket

Process Management –

• Ensuring all processes and procedures are met during the life of a ticket

Customer Fault Management and Qualify Management –

• Accurately identifying and resolving customer issues within performance targets
• Liaising with external suppliers and third parties to resolve customer faults
• Ensuring proactive and effective network monitoring using internal systems and raising
  tickets in a timely manner

Key Skills Required:

• Excellent relationship management skills evident from previous experience, ideally in a support role

In-depth knowledge of the technologies used by the department and its customers:

• Solutions
  Internet access, Telepresence
• Products: ADSL, SDSL,
  Ethernet, Ethernet over copper, Fibre, 3G
• Desirable knowledge of
  hosting – VMWare/ESXi Support, and SAN Storage Support
• ITIL: Incident,
  Problem and Change Management process and procedures
• Operational Support
  Systems: Remedy, Spectrum, E-Health

Knowledge Sought:

• Cisco processes and procedures – CCNA / CCNP
• ITIL processes and procedures – ITIL V3 Foundation Level / ITIL V2 Practitioner
  Level

Shift pattern (equivalent to 40.5 hours a week). A 5% shift premium will be added.

Only candidates who can work and remain in the UK indefinitely will be considered.