2nd Line Service Desk Engineer

SUMMARY:
-

POSITION INFO:

We are looking for a new 2nd Line Service Desk Engineer to join our vibrant team, learn our product portfolio, and work as part of our leading supporting team to ensure our customers are getting the most from our technology.

The successful candidate will be the part of the Service Desk team who are the first point of contact for our customers, resolving service desk cases and escalating when necessary and required.

There will be hands on experience in online security, networking, wi-fi, servers, firewall configuration, data handling, communications, and cloud services.

The Service Desk operates Monday to Friday 0800-1800 (UK Times)

Responsibilities:

The extent of your duties will include but are not limited to:

• Working amongst a technical helpdesk
• Remote network troubleshooting
• Monitoring and reporting on network estate
• Supporting a range of technologies
• Logging incidents, resolutions and maintain accurate records of the estate
• Use of and maintenance of industry leading toolsets
• Supporting VoIP and WiFi solutions
• Trouble shooting and support post initial triage
• Supporting Connected Field Engineering teams
• Equipment Configuration
• Ensuring that Service Levels are met

The successful candidate will have:

We are looking for someone with the following skills and attributes.

• Background in providing IT support.
• Excellent communication skills (both written & verbal)
• General IT knowledge and understanding
• Good problem-solving skills.
• Capable of working independently
• Team player
• Good Customer service skills
• Flexible attitude and strong work ethic
• Understanding of networking and protocols

Essential Knowledge:

• WAN, LAN and Firewall
• Current CCNA certification or equivalent
• Experience with at least two of the following vendors:
  • Cisco
  • Juniper
  • Brocade / Ruckus
  • Aruba
  • Fortigate
• Current CCNA certification or equivalent

Desirable Knowledge:

• 2nd line support experience
• SIP experience
• Security hardware experience (Firewall. IDS etc.)

If you are an excellent communicator, have a desire to deliver service excellent and are willing to learn, then this could be the role for you.