Support Engineer - 1st Line
Main Purpose of Role:
Ensure Virtual1 and the partner Sales staff are provided with excellent technical support for all active services
Manage Cases relating to faults, changes or requests from Partners to meet the SLA commitments.
Key Tasks and Accountabilities
To monitor and repair network faults and provide support for network services to Virtual1 Partners as required.
Manage Case queues within the SalesForce System for Faults, DC access and Information Requests.
To answer calls from Partners, logging or updating Cases as appropriate within SalesForce
To monitor the PRTG monitoring system and respond pro-actively to alarms.
Refer faults to carriers and suppliers and chase effectively to ensure satisfactory outcome in shortest timescale possible
Ensure active cases are handed to/from the overnight Support team
Work with the HoNO to ensure that a level of best practise with support and monitoring is defined and implemented
Work with carrier partners and suppliers to define efficient methods for identifying and resolving faults over the services Virtual1 takes from them
Work with Sales and Service Management to ensure they are aware of any customer complaints relating to service performance.
Ownership of all related SalesForce queues
A Sales team confident in the ability of the Operations team to deal with their Partner?s issues
A well-documented library of Support process and procedure
Well documented Cases with record of effective, pro-active dialogue with Partners
Open ticket count kept to a minimum
Self-motivated; good time-keeping and customer-value work ethic.
Working knowledge of Wide-Area networking technologies, topologies and routing protocols
Strong analytical and trouble-shooting skills; gathers evidence, investigates solutions, considers implications for the business, goal-orientated
Takes pride in achieving best mutual outcome for Partner and Virtual1
Builds long-term relationships both internally and externally across different cultures
Establish creditability with Customers and Partners using appropriate interpersonal styles and communication methods
Good communication skills, both written and verbal
Knowledge & Experience
Background in Telecommunication environment or IT industry.
Able to demonstrate knowledge of networking fault finding (Ping, Traceroute,MAC, ARP)
Confident in the levels of the OSI model (Layer 1, 2 and 3)
Good organisational skills
Process and Teamwork oriented approach with both internal and external customers
Academic & Professional Qualifications
Working towards attaining CCNA or JNCIA level qualification.
Travel within the UK may be required on occasion
Death In Service
25 days holiday
DAY OFF ON BIRTHDAY
This job was originally posted as www.jobsite.co.uk/job/959484645