1st Line Engineer

The Convergence Group
12 Jan 2018
10 Feb 2018
Contract Type
Full Time
Convergence Group has an exciting opportunity for a 1st Line Engineer to join us based in Solihull on a full time, permanent basis. You will be on a competitive salary of £20,000 - £25,000 per annum. 1st Line Engineer Job Role You will provide a single point of contact for our customers to report network faults to Convergence Group. The Network Operations Centre provides support 24 x 7 x 365 across the entire client base whilst delivering an excellent customer service experience. The role is a key position within the organisation and will be instrumental in building customer relationships, delivery of Services and customer retention. Key Responsibilities as our 1st Line Engineer - Delivery of a world class customer service experience - End to end Incident Management throughout the Incident lifecycle - Supplier Management - Create and submit knowledge article to increase 1st time fix rates - Maintain & update NOC processes and procedures - Ensuring faults are escalated and resolved within the customer contracted Service Level - Pro-actively monitoring customer networks via Convergence Groups internal monitoring system, investigating, troubleshooting and resolving issues - Providing Incident management and technical resolution of 1st line network related faults and timely escalation to 2nd line when required - Maintaining and updating the fault management systems throughout the Incident lifecycle - Engaging and proactively feedback on system and process improvement - Complete low-level Change requests - Providing the customer with a key contact during the incident lifecycle Experience and Qualifications needed to become our 1st Line Engineer - Ideally previous work experience within a busy customer service centre in a Telecoms, Data Centre or IT - Studying towards or gained an IT qualification e.g CCNA - Able to demonstrate previous experience of working high pressure environments and dealing with pressurised situations. - Good understanding of helpdesk or customer service environment - A basic understanding of networking - Enthusiastic, energetic & self-motivated - Great communication skills - Strong relationship building skills - Team player - Excellent analytical skills If you feel you are the right candidate for the role as our 1st Line Engineer then please click ‘apply’ now! We’d love to hear from you