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Service Desk Engineer
2 months ago
About Six Degrees Group
Six Degrees Group is a leading cloud-led managed service provider that values diversity and inclusion. We work as a collaborative technology partner to businesses, helping them navigate digital transformation and foster a culture of equity, diversity, and inclusion.
Our Mission
Our goal is to create a workplace and society that embraces and vigorously defends equity, diversity, and inclusion. We achieve this by continually reaffirming our commitment to cultivating a workplace that values different perspectives and experiences.
Job Summary
We are seeking a highly skilled Service Desk Engineer to join our team. As a Service Desk Engineer, you will be the first point of contact for our clients, providing timely and effective technical solutions. Your main focus will be to deliver first-class service, advice, and technical support to our customers and clients.
Key Responsibilities
- Take proactive responsibility for client communication during major incidents and provide updates as required by Service Management and Service Desk Leadership.
- Ensure that appropriate communication takes place with clients and key stakeholders at all times throughout the Service Desk ticket lifecycle.
- Accurately log and maintain real-time updates for all Service Desk tickets using our Service Management Tool (Service Now).
- Act upon events generated by Six Degrees' real-time network monitoring system (LogicMonitor), ensuring that incidents are assigned to the appropriate technical resource.
- Monitor progress of tickets, providing the customer/client with feedback and real-time information regarding the progress of the resolution, throughout the lifecycle of the ticket.
Requirements
- Data communications understanding and experience in an operational environment equivalent to a 1st line faults desk.
- Previous experience working in a Service Provider/Internet Service Provider/Telco Carrier operational environment.
- Firewalls (Palo Alto/Cisco ASA), Juniper/Cisco Routers Switches - troubleshooting and change requests to live customer solutions.
- CCNA/JNCIA routing and switching experience.
- Exposure to Wifi solutions (Cisco Meraki), LAN switching.
What We Offer
We offer a collaborative and inclusive work environment, opportunities for professional growth and development, and a competitive compensation package.
