Ref: RT43562

Shift Engineer (ITOC) (Shift Pattern: 4 days on 4 days off (12hrs))

Sector IT/Telecom/Engineering
Type Full-time, Permanent
Location London
Salary (Annual) £30,000 - 33,000 / Year
Benefits + shift allowance
An international IT Services and telecommunication company are looking for an Engineer to join their busy team at their Docklands office.
The Role

As a 24x7 shift engineer at IT operation centre (ITOC), you will act as the 1st and 2nd level support and play a crucial role in early recovery of customers' services in the event of faults and issues. You will carry out a variety of technical tasks to meet or exceed customers' expectation by liaising with vendors, carriers, third-parties, and other related organizations. You will contribute in delivering new services and products from operational perspective. Execute tasks assigned by the line manager and contribute in building a strong team. All tasks must be delivered in a professional and timely manner to ensure customer satisfaction.

Core Duties

• Manage a variety of customer fault calls from internal technical divisions & customers (email/telephone)
• Update trouble ticket systems and customer documentation with fault history.
• Contact and co-ordinate 3rd party suppliers, or other resources, to help achieve trouble resolution.
• Notify the On Call Support / LM of issues which require escalation, customer complaints or requirements & new business opportunities
• Visit customer premises with 3rd party vendors as and when required for troubleshooting, project or maintenance contract work.
• Carry out with a high level of accuracy and professionalism BAU tasks such as, and not limited to, tape changes, system administrations and reporting.
• Create ad-hoc reports concerning customer issues as and when required.
• Work within ICT Operations Division on 24/365 maintenance rota and as replacement of colleagues when necessary.
• Travel to customer offices throughout Europe for business purposes as and when required Provide technical support, create design and proposals for customers

The Ideal Candidate

• Knowledge and proficiency in MS Office Excel, Word, PowerPoint and Visio.
• Knowledge and proficiency in maintenance and installation of network infrastructure, Security, Server or Virtualization.
• Fluent English language skills required (Verbal and written).
• Ability to investigate and source answers to various email and telephony enquiries.
• Proven customer service and facing experience, at all customer levels.
• A valid CCNP/CCNA, JNCIA(JUNAS) certification will be an advantage.
• Significant experience in implementing and troubleshooting network LAN/WAN throughout OSI 7 layers.
Updated: 165 days ago
Ref: RT43562