Service Desk Engineer

Zen Internet Ltd
Up to £25,000 per annum depending on experience + benefits
02 Oct 2017
04 Nov 2017
Contract Type
Full Time
Service Desk Engineer - Hosted Voice - Firewalls - WANHaving grown from a pioneering ISP 20 years ago, today Zen Internet is a multi-award-winning company that provides a full range of data, voice and cloud services to business and residential customers across the UK as well as being recognised as one of the Best Companies To Work For in the UK.

Following a period of success, growth, and winning the prestigious BCS and Computing UK IT Industry Award for ‘Services Company of the Year’, our Corporate & Mid-Market division has a new opportunity for a Service Desk Engineer to join the team

As Service Desk Engineer you will act as the first point of contact for Corporate & Mid-market customers contacted Zen to report issues and faults relating to their service.

The primary objective of the role is to provide first time resolution, by troubleshooting, diagnosing and resolved problems at the first point of contact and/or escalating the fault to one of our 2nd line specialist teams to investigate and resolve.

Throughout this process you will remain the single point of contact with the customer, maintaining ownership of the original fault and acting as the main point of contact between the customer and Zen but providing timely updates and ensuring the fault is given the correct level of priority and attention.

This is a demanding support position which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to end users and a high degree of technical knowledge across a broad range of technologies and products including; Hosted Voice, firewalls and/or WAN (wide area networks) technologies; multiple different types of connectivity (e.g Leased Lines, EFM, xDSL, FTTC).


  • Dealing with incoming incidents in a professional, courteous manner over the phone and via email
  • Taking ownership of incidents and managing them in a logical and methodical manner
  • Correctly logging incidents, problems and faults, categorising and prioritising them in line with team procedures
  • Conducting full and through diagnostics with end users to enable first point of contact incident resolution
  • Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate
  • Managing incidents (including faults) through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
  • Diagnosing and resolving problems to the customers satisfaction
  • Maintain and develop own knowledge and skills to assist with first time fault resolution
  • Identify and escalate repeat issues or service risks into service management teams
  • Sharing knowledge with team colleagues
  • Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational
  • Out-of-hours and/or on-call working is periodically required
  • Skills & Experience

    Must be able to demonstrate an understand of network security principles
  • Must meet at least one of the 3 options below (all 3 would be an advantage) but be willing to work towards the others;
    1. Must have an understanding of UTM feature of firewalls e.g. Policy Changes, Web filtering, Application Filtering and be prepared to qualify to FCNSA/NSE4 or equivalent level of knowledge
    2. Must have an understanding of router configuration management and be prepared to qualify to Cisco CCNA or equivalent level of knowledge
    3. Must have a solid working understanding of Hosted Voice solutions and have supported them within a similar managed services environment.
    Familiar with working in networking and WAN technology Must be able to demonstrate a customer first approach to supportThe ability to liaise and communicate confidently and professionally with customer representatives at all levels Natural aptitude for trouble shooting & problem solvingHave solid experience in a helpdesk or technical support environment Highly organised and able to work on own initiative to complete the range of tasks required whilst demonstration solid team working principles Flexible and willing to work outside core business hours as requiredDriven to learn and improve own skills, knowledge and capabilitiesBe willing to adopt new working practices, processes and operational proceduresPreviously worked within a managed services environment would be desirable
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