2nd Line Support Engineer

Expiring today

Recruiter
JT Recruit
Location
Leicestershire
Posted
07 Feb 2018
Closes
21 Feb 2018
Contract Type
Permanent
Hours
Full Time
Our client delivers customer specific and secure communications solutions for UK businesses. Providing both fixed and mobile solutions

A vacancy has arisen for a 2nd Line Support Engineer, this is a key position that will operate the technical infrastructure and customer proposition working closely with the senior network engineers and customer service team.

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

* Provide telephone, email and ticket based technical assistance to customers

* Assist team members on internal systems, products and processes

* Answer help desk support calls

* Uphold product SLA and departmental KPIs

* Proactive management of monitoring alerts

* Ensure the customer is updated, tickets raised and initial diagnostics completed

* Assist with creation of processes and procedural documentation

* Keep all support tickets, records and communications recorded

Applications are invited from candidates with the following skills set:

* A-level or telecoms / IT related qualifications or relevant experience

* Telecoms industry experience

* Good knowledge of Office suite

* Experience using Cisco and Zyxel CLI for fault identification / diagnostics and configuration

* Good understanding of network protocols

* CCNA or equivalent experience

The position involves working the following shift patterns:07.00 - 15.30, 09.00 - 17.30, 10.30-19.00 and on call (additional payments)

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