Support Desk Engineer - Tier 1

Recruiter
Recruitment Genius
Location
Headington
Posted
10 Feb 2018
Closes
15 Feb 2018
Contract Type
Permanent
Hours
Full Time
Established in 2008, the business was founded on the principle ofbecoming the partner of choice for the UK's leading corporations, publicsector organisations and educational establishments by helping increasecustomers' business success through the effective use of innovativenetworking solutions and services. The business focuses on a small number of established and emerging'disruptive' technologies to power and manage customer networks,ensuring their clients have expert access to the latest secureinfrastructure technologies. Underpinning this is their comprehensive range of professionalservices, technical support and managed services, so that customers canrely on the business to optimise the performance, stability and securityof their network infrastructure. Overall Responsibility As a Support Desk Engineer (Tier 1), you will be expected to bereactive to a multitude of issues as they arise. Problem solving andtime management skills are a must, with customer incidents requiringtimely fixes to maintain service centre SLAs. You will be the primarypoint of contact for all customers requiring support, with anexpectation to further troubleshoot and escalate through to Tier 2/3 orvendor support as appropriate. Cases are shared between multipleengineers, so a thorough and methodical approach to note taking and casedocumentation is vital. You will be required to provide on-call support to their customersacross the UK, responding to all cases and managed service alerts asthey are raised. Roles & Responsibilities: - Providing 1st line technical support - Logging & managing all calls to SLA on service management systemfrom inception to successful closure; ensuring calls are handled correctly - Performing initial investigation and/or troubleshooting of system andnetwork issues to determine root cause - Completing upgrades for customers with a Managed Service contract - Managing & monitoring customer networks - Referring client requests for advice & consultation to teamlead/account manager where necessary - Maintaining suitable lines of communication with all staff &clients by various means; email, meeting schedules, shared documents,Lync, phone, mobile etc. - Produce predictive wireless survey reports for potential customers Qualifications / Experience: - Comfortable supporting customers using a support tool, email, voice,and/or remotely connected to machines to identify, research, and resolvea variety of technical problems and requests - Focus-tasking and prioritisation skills - Strong problem-solving skills - Ability to adapt to varying demands - Effective communication skills - An understanding of routing protocols is desirable but not essential - Experience with network management and monitoring tools is desirablebut not essential - provided by Dice MOBILE, SERVICE MANAGEMENT, SLA, WIRELESS

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