Technical Support Engineer

Technical Support Engineer

Main Purpose of Role

You will be working as part of a team to deliver customer service support with a focus on delivering great customer service. Working in a busy Service Desk environment you will be an escalation point for support calls from our clients that have not been resolved in the first instance. You will be required to ensure calls are answered and support our partners within agreed SLA’s, logging the incidents accurately within the preferred helpdesk software, assigning the calls to the relevant support teams and performing first/second line diagnosis to attempt full resolution on desktop server and network related issues.

 

Proactively use root cause analysis to identify the root cause of problems affecting customer/network and proposed solutions, working closely with the Network Management Team.

 

Main Duties and Responsibilities

Contact & Incident management

  • To be first point of contact for customers seeking technical assistance over the phone or email; qualifying and documenting the problems raised by customers
  • To provide technical resolution to end user Desktop and Network support incidents and delivery of IT projects
  • Creation and Maintenance of training guides working with the NOC teams to work through processes/guides for improvement.
  • On-boarding of new product sets and subsequent training of the support teams
  • Creation of knowledge base articles
  • Carry out planned upgrade and change activities
  • To manage communication with the customer regarding incident escalations and resolution.

 

General

  • Follow IT policies and procedures
  • Liaise regularly with the IT Service Support Manager with regards to any outstanding incidents, problems, issues, or suggestions
  • Liaise with first line and third line support personnel, as required
  • Liaise with third-party maintenance suppliers to log Incidents and thereafter maintain ownership to ensure the Incident is closed successfully
  • Good analytical skills and an ability to define the precise nature of customer problems
  • Other duties as assigned by the Service Support Manager.

 

Other Duties and Responsibilities

  • Act in accordance with our values and behaviours
  • Take active responsibility for your own career development and performance
  • Ensure your conduct is within our policies, including but not limited to the Company Handbook and Polices.

 

 

In addition to the responsibilities listed above, the job holder may be required to perform other duties as assigned from time to time by their manager or a senior leader.

This job description may vary in consultation with the post holder to reflect changes within the marketplace, the department, or the business.

 

Person Specification

 

Job Title:            Technical Support Engineer

 

Experience & Knowledge

Essential:

  • Understanding of ITS policy, procedures, and SLA’s
  • Knowledge of root cause analysis and problem solving
  • Understanding of Microsoft products and operating system.
  • Experience in capturing data and inputting into a CRM system.
  • 2 years’ experience on a Technical Service Desk
  • Experience of routing, switching and IP addressing

 

Desirable:

  • Experience with Cisco and or Huawei equipment
  • Experience in working with Dark Fibre in metro/urban deployments
  • Understanding of ISIS, VPLS and VRRP
  • Huawei, Cisco, HP, Ubiquiti and Mikrotik experience and qualifications
  • Experience with Microwave and Wireless Transmission Technologies
  • Knowledge of GPON
  • Knowledge of DWDM/CWDM equipment
  • Knowledge of SDN.
  • Understanding of BGP, MPLS, VLAN, IPv4 and IPV6

 

Skills/Abilities & Relevant Competencies

Essential

  • Communication skills, working with customers with technical issues
  • Strong Customer Service skills
  • The right attitude to supporting our partners
  • Technical background supporting complex issues

 

Benefits

  • Pension
  • Additional Benefits
  • Birthday Day Off
  • Experience working with a network environment.
  • Hybrid working
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