Service Desk Engineer

Zen Internet Ltd
Up to £25,000 per annum depending on experience + benefits
21 Apr 2017
21 May 2017
Contract Type
Full Time
Service Desk Engineer
Having 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.We're looking for a Service Desk Engineer to act as the first point of contact for Corporate & Mid-market customers who have contacted Zen to report issues and faults relating to their service.

The primary objective of the Service Desk Engineer role is to provide first time resolution, by troubleshooting, diagnosing and resolving 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; firewalls and/or WAN technologies and multiple different types of connectivity (e.g Leased Lines, EFM, xDSL, FTTC).


  • 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
  • Identify and escalate repeat issues or service risks into service management teams
  • 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 principals
  • 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
  • Must have an understanding of router configuration management and be prepared to qualify to Cisco CCNA or equivalent level of knowledge
  • Familiar with working in networking and WAN technology 
  • Must be able to demonstrate a 'customer first' approach to support
  • Have solid experience in a helpdesk or technical support environment 
  • Flexible and willing to work outside core business hours as required
  • Driven to learn and improve own skills, knowledge and capabilities