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IT Service Desk Professional

2 months ago

London, Greater London, United Kingdom Six Degrees Group Full time
About Six Degrees Group

Six Degrees Group is a leading cloud-led managed service provider that values diversity and inclusion. We strive to create a culture where different perspectives and experiences are valued, and diversity of thought is encouraged.

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.

Key Responsibilities
  • Deliver first-class service, advice, and technical support to clients through the highest standards of integrity, efficiency, knowledge, and co-operation.
  • Take proactive responsibility for client communication during major incidents and provide updates as required by Service Management and Service Desk Leadership.
  • Ensure accurate logging and maintenance of 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) and assign incidents to the appropriate technical resource.
  • Monitor progress of tickets and provide clients with feedback and real-time information regarding the progress of the resolution.
Requirements
  • Data communications understanding and experience in an operational environment equivalent to a 1st line faults desk.
  • Previous experience working in a SP/ISP/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.
About You

We are looking for a highly motivated and experienced Service Desk Engineer who is passionate about delivering exceptional customer service. If you have a strong background in technical support and are looking for a new challenge, we encourage you to apply.