1st Line Technical Support

4 months ago

Brook, United Kingdom EvolveODM Full time

**Summary**

The Company has been established for 18 years and works in the Telecommunications sector. This covers GDPR Compliant Guest Wi-Fi, SD WAN Networks, Managed Wi-Fi/LAN Infrastructure, Broadband / Leased Lines, Network Security, PCI Consultancy and structured cabling.

The Company is experiencing sustained growth and the 1st Line Technical Support Engineer role is to provide a dedicated support to the Company’s clients on a 9-5 basis plus cover any out of hours support on a rota basis.

This role is responsible for ensuring that Service Levels are achieved, by providing prompt and effective resolution to incidents and problems that require specialist technical skills to resolve across our client base. They also work closely with the Infrastructure, Operations and Delivery teams to ensure that new systems and services are implemented smoothly and are configured and maintained so that through their lifecycle they operate in a robust and effective way for the business.

**Hours of Work**

Shifts are Monday to Friday, working 09:00 to 17:00 plus out of hours service on a rota basis

**Salary**

Salary is between £19,000 and £24,000 per annum depending on experience plus £4000 on call allowance per annum

**Key Objective, Principal Responsibilities & Accountabilities**

With guidance and support from the Service Desk Manager and Service Delivery Manager within the Business**:

- You'll be expected to carry out a mixture of business as usual and project work for the support desk.
- Providing detailed advice and guidance to all customers in the effective use of systems, products and services covered by the team, demonstrates knowledge to non-standard situations.
- Identify and investigate complex problems to diagnose underlying causes and help customers to recover and continue operation
- For all requests that cannot be resolved immediately, provides an effective interface between customers and service providers supplying all necessary diagnostic information, according to established procedures
- Ensure to follow the processes for ticket management: opening, updating, passing, resolving and closing tickets, and identify and address through training any knowledge/skills gaps.
- Management of all customer Incidents and Requests ensuring all calls are resolved within agreed timescales and escalating where necessary.

**Qualifications**
- Fluent in German and English
- GCSE’s Grade A* - C:

- Maths, English and ICT skills and experience with Word and Excel
- ITIL Foundation (desirable, not essential)
- CompTIA Network+ (or equivalent qualification/experience)
- Cisco CCNA (desirable, not essential)

**Skills & Experience**
- Have experience working within a support function
- Have the ability to communicate with staff at all levels
- Hardware and software deployment experience
- Good attention to detail
- Mature in outlook
- Discrete
- Organised and able to prioritise tasks
- Confident and excellent communication skills with a professional telephone manner
- Ability to demonstrate a practical approach when faced with problems or challenges
- Must be committed and willing to learn
- Enthusiastic and Self-Motivated
- Excellent timekeeping, reliable and trustworthy
- Understanding of basic network protocols (IP, ARP, DHCP, PPP) & troubleshooting
- Experience in configuration and deployment of networking equipment (Routers, Switches, Access Points, VoIP Phones)
- Ability to efficiently communicate with both technical and non-technical customers

Work Remotely
- No

Art der Stelle: Vollzeit

Gehalt: £19.000,00 - £24.000,00 pro Jahr

**Experience**:

- Telecommunication: 1 year (required)

**Language**:

- German (required)

Arbeitsort: Vor Ort

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