2nd Line Support Engineer

TFM Networks
28 Sep 2017
03 Nov 2017
Contract Type
Full Time
2nd Line Support Engineer TFM Group has ambitious growth and business transformation targets which are fundamental to the continuation of the businesses success. This key position will operate the TFM technical infrastructure and customer proposition working closely with the senior network engineers and customer service team. Position: Second Line Support Engineer Location: Loughborough Job Type: Full Time, Permanent Salary: £20k About the role: As a 2nd Line Support Engineer you will ensure that service requests are owned and resolved within SLA by working closely with operational colleagues and suppliers. Responsibilities: - Provide telephone, email and ticket based technical assistance to customers - Assist team members on internal systems, products and processes - Answer help desk support calls in a timely and professional manner - Uphold product SLA and departmental KPIs - Proactive management of monitoring alerts are dealt with in a timely manner, ensuring the customer is updated, tickets raised and initial diagnostics completed - Assist with creation of process and procedural documentation - Keep all support tickets, records and communications recorded in support tickets - Ensure all support calls follow the relevant procedures and that customers are kept up-to-date with all outstanding requests - Assist in the improvement of processes and procedures to further enhance the customer experience - Support the Service Management and customer reporting as required - Contribute to internal IT support and documentation About you: - A-Level or Telecoms / IT related qualifications, or relevant experience - Telecoms industry experience, working within an ISP / Carrier / NSP - Excellent time management - Good knowledge of Microsoft Office suite - Experience working in a network service provider helpdesk or technical support environment - Experienced using Cisco & Zyxel CLI for fault identification / diagnostics and configuration - Good understanding of network protocols - CCNA or equivalent experience is desirable You may have experience of the following: 2nd Line Support Engineer, Second Line Support Engineer, Network Support Engineer, CCNA, IT Support, Systems Administrator, Network Engineer, Network Administrator, etc. Please note TFM network are working exclusively with EasyWeb Recruitment and MYHRHUB for this position and will not be working with recruitment agencies. This vacancy is being advertised by EasyWeb Recruitment, the UK's leading Online Recruitment Agency. The services advertised by EasyWeb Recruitment are those of an employment agency. No terminology in this advert is intended to discriminate on the grounds of gender, race, disability, age, sexual orientation, religion, or belief, and we confirm that we will gladly accept all applications.
This job was originally posted as www.jobsite.co.uk/job/959221742