1st Line Network Engineer

Overview

The primary function of this role is to provide a technical response / fix to incidents and service requests reported by customers, performing second line diagnostics to resolve or identify the best possible next escalation path. This role is based within a team that works a shift pattern covering Monday to Friday between 8am and 6pm (UK Time).

Required previous technical experience with a proven ability to perform technical diagnostics and administration across some / all of the following technical areas :

Responsibilities

• Supporting The Customer – Work on issues raised by clients, understand different business needs and record all key information to support them. Support can be via phone or email. Adherence to company & client processes to deliver an outstanding experience. Utilising a range of remote access & monitoring tools to troubleshoot issues.
• Achieving SLA targets – Manage time to prioritise urgent tickets while ensuring all requests meet the contracted SLA.
• Customer Satisfaction – Own issues through the initial phases of support and keep clients informed of progress. Work with clients to ensure quick and effective resolution. Deliver effective communication with all customers including Directors.
• Documentation – Ensure all client documentation is updated and correctly recorded in the relevant system to aid effective closure times. Documentation includes client infrastructure, emails, and updates to systems to aid the support process and allow other parts of the business to manage the end-to-end process. Data should be accurately recorded in the Help Desk System to support reporting on services, ticket status and activities undertaken.
• Liaising with 3rd party suppliers – When necessary, request support from external suppliers regarding hardware, software or connectivity. Communicate updates to the customer and ensure 3rd party meets its SLA targets.

Skills / Interests Required

Experience Required

Certifications

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