Support Engineer
7 days ago
We are currently seeking a talented Technical Support Advisor to join our team at Focus Group. This role offers the opportunity to work with cutting-edge technology and develop your skills in data center infrastructure.
As a Technical Support Advisor, you will be the primary point of contact for customers requiring hands-on assistance with their equipment.
Maintaining the highest standards of service delivery, this role involves both technical support and customer interaction, requiring a strong understanding of data center technologies and a proactive approach to problem-solving.
Responsibilities- Equipment Management: Perform tasks such as racking and unracking equipment, patching cables, and handling customer requests for remote hands support (e.g., powering on/off equipment, reseating cables, swapping disks).
- Networking Tasks: Carry out small Cisco firewall changes, such as updating access rules, and assist with core Cisco network management for maintaining data center bandwidth.
- Basic Server & Network Support: Provide support with server, storage, and networking equipment, along with a foundational understanding of DHCP, DNS, and other related technologies.
- System Checks: Conduct weekly checks on data center management servers, ensuring disk space availability, error resolution, and software functionality.
- Infrastructure Monitoring: Regularly inspect air-conditioning, VESDA, UPS, and Generator systems to ensure optimal operational performance.
- Team Collaboration: Work closely with the wider service operations department to ensure a collaborative and efficient team dynamic. Help foster a culture of teamwork, knowledge-sharing, and customer-centric service delivery.
- Customer Service Focused: Excellent telephone manner.
- Broadband Connectivity: Understanding of basic router configuration.
- Network Troubleshooting: Foundational skills.
- Data Gathering & Analysis: Gather information from customers, analyse issues, and take appropriate action.
- Target Focussed: Prioritise tasks/escalations to meet deadlines while ensuring excellent customer service.
- Accurate Numeracy: Written and data entry skills.
- Detail Oriented: Maintain clear and accurate task and customer data.
- Technical Accreditations: Relevant to IT, Networking, or Telecoms.
- Competitive Salary: $62,000 per annum.
- Lucrative Bonus Schemes: Exclusive discounts.
- Pension & Benefits Platform: Discounts available.
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