Job Overview
Working as part of our Support team servicing our UK and international customers with their Server and Storage, IT, telephony and Data Networking faults, the role includes responsibility for every aspect of our customers hardware fault; from logging and vetting, to 2nd/3rd line escalation, parts ordering, scheduling, resolution, part returns and fault closure. Our aim is to resolve our customers' faults first and within agreed contractual service levels.
As an analyst, you will be the first point of contact for technical issues and will escalate advanced problems to higher level support if necessary. Strong analytical skills within the IT hardware break fix, Data Networking or Support Team arena is required. Ideally the candidate will have knowledge/experience of the Cisco network portfolio (routers, switches, firewalls, etc) in terms of day to day technical support, basic troubleshooting, network monitoring and customer interaction to ensure the stability and efficiency of our customers network systems. Our product portfolio will adapt accordingly so the role requires the ability to accept change along with a thirst to learn, and a can-do attitude.
Duties
* Logging, tracking and documenting technical requests and incidents received via phone/email/proactive monitoring.
* Triaging server, storage and voice cases.
* Performing basic diagnostics and troubleshooting of network-related issues.
* Escalating complex networking issues to 2nd/3rd line engineers or Cisco TAC (Technical Assistance Center) where necessary.
* Assisting with configuration changes and network updates on Cisco devices.
* Assist in the deployment of firmware updates, patches and basic network upgrade.
* Owning, progressing and co-ordinating cases to resolution, working to first time fix and SLA achievement.
* Scheduling field engineers efficiently and effectively ensuring the best possible strategy to optimise resources according to location, skill set and SLA.
* Organising parts, whether that be requesting parts despatch from our own warehouse and arranging a same day courier or sourcing and ordering parts from preferred suppliers.
* Co-ordinating arrival of parts and engineers.
* Proactively keeping users informed of the progress of their case at all times.
* Providing proof of delivery for parts only requests.
* Raising purchase orders.
* Ensuring SLA adherence at all times and following escalation procedures when a Service Level Agreement is in jeopardy.
* Ensuring quality standards in terms of customer experience and call management are adhered to.
* Liaising with customers to ensure parts have been returned, arranging collections where required.
* Providing quotes to customers for customer retained parts and service chargeables.
* Closing cases ensuring all parts have been returned, boot stock repleted, and serial numbers of equipment have been updated.
* Approving sales orders on time and material tickets so works can be invoiced.
* Ensure continuous service improvement by highlighting any issues, process gaps or service improvements to Service Management.
* Build effective and professional relationships with colleagues, customers, suppliers, and other stakeholders.
* Adhere to ad-hoc activities as determined by the Service Desk Manager and Head of Operations.
Experience
* The ideal person for this role will have 1-2 years of experience in IT/network support or a helpdesk role.
Delivering an excellent customer experience is key for this role.
Essential
* Understanding of Cisco networking concepts (CCNA certification or equivalent knowledge preferred).
* Basic experience with Cisco routers, switches, and firewalls (Cisco ASA, Meraki, Nexus).
* Strong analytical skills
* Ability to work independently, to make decisions, and to know when to escalate
* Flexible, can-do attitude, embraces change
* Pro-active learning with a thirst for knowledge
* Excellent customer service and communication skills (written and verbal)
* Strong administration, co-ordination, organisational and prioritisation skills
* Some Commercial awareness.
* Willingness to learn and grow in a network engineering career.
Desirable
* Background/knowledge/experience in either Storage, Logistics, and Hardware break-fix services, or Unified Communications & Network Services
* Experience in working to and meeting tight deadlines
* Experience with Cisco technologies, preferably in a customer-facing support role.
Job Type: Full-time
Pay: £24,500.00-£26,000.00 per year
Benefits:
* Additional leave
* Company events
* Company pension
* Free parking
* On-site parking
* Private medical insurance
Work Location: In person