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Helpdesk Engineer

2 months ago

London, Greater London, United Kingdom Neoci Ltd Full time

Job Title: Helpdesk Engineer - Cloud Communications Specialist

Company: Neoci Ltd

Job Type: Full-time

Location: London

About Us:

Neoci Ltd is an award-winning technology company and Internet Service Provider (ISP) specializing in business cloud communications. We offer a competitive compensation package that includes a gym membership and private healthcare.

Job Summary:

We are seeking a highly skilled Helpdesk Engineer - Cloud Communications Specialist to join our team. As a Helpdesk Engineer, you will be responsible for providing technical support and troubleshooting services to our clients. You will work closely with our engineering team to resolve complex technical issues and provide solutions to our clients.

Key Responsibilities:

  • Troubleshooting and Diagnostics: Troubleshoot and perform diagnostics on complex technical issues related to cloud communications.
  • Liaising with Suppliers: Liaise with suppliers to resolve issues related to cloud communications.
  • Testing and Solutions: Test and provide solutions to end-users related to cloud communications.
  • Support and Training: Support and train junior engineers on cloud communications.
  • SLAs and Processes: Work within Service Level Agreements (SLAs) and adhere to all processes and procedures.
  • Incident Management: Manage and prioritize incidents/requests effectively.
  • Network Upgrades: Upgrade network elements as and when needed.
  • Customer Communication: Keep customers informed at all times on the progress of a ticket.
  • Remote Support: Take calls from customers and provide remote support over the phone.
  • Site Visits: Where remote fix is not possible, liaise with the engineering team for site visits.

Requirements:

  • Experience: 2 to 3 years of experience in a helpdesk environment.
  • Technical Skills: Experience in supporting Cisco switch stack administration via CLI, knowledge of Debian GNU/Linux, knowledge and experience with routing concepts (BGP is essential), VLANs, trunking, Q-in-Q, TCP/IP, SIP, STP, DNS, DHCP, Wi-Fi troubleshooting skills, and experience with Wireshark/TShark tools.
  • Skill Set: Ability to work in a small team, strong work ethics, ability to take own initiative and ability to prioritize tickets, excellent written and verbal communication skills, excellent organizational and time management skills, good self-learning skills and ability to pick up new concepts quickly, strong analytical skills with proven problem-solving ability, ability to work independently, and communicate effectively, positive attitude and punctuality, and willingness to learn new skills.

Desirable Experience:

  • VMWare Virtualization: Some experience with VMWare virtualization.
  • Firewalls: Good understanding of firewalls.
  • Network Management Systems: Experience with network management systems OpenNMS and Icinga.

What We Offer:

We offer a competitive compensation package that includes a gym membership and private healthcare. We are a company that values our employees and offers opportunities for growth and development.