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Support Engineer – CCNA / CCNPref: HM41769
Sector IT / Telecom
Type Full-time, Permanent
Location London
Salary £24000 - 32000 / Year
Core duties

• Manage a variety of fault calls from customers, SI (engineering) department, and other technical divisions, related and not limited to solutions, network services, data centre, and products

• 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/Line-Manager of issues which require escalation, customer complaints or requirements & new business opportunities

• Replace shift staff (day/night) when deemed necessary by the manager.

• Visit customer premises with 3rd party vendors as and when required for troubleshooting, project or maintenance contract work

• Attend customer meetings regarding issues, projects or maintenance contract works.

• Create reports concerning customer issues, projects, and maintained services, operation design as and when required

• Work on-site at customer premises as an integral part of their team from time to time

• Travel to head office and customer offices throughout EMEA region for business purposes as and when required

• Provide technical support, create design and proposals for Solutions Division customers

• Complete ad-hoc requests from line manager

Ideal candidate

• Knowledge and proficiency in MS Office Excel, Word, PowerPoint and Visio

• Knowledge and proficiency in maintenance and installation of network infrastructure, 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

• Flexible approach, able to work outside of normal working hours when requested

• Strong time management/multi-tasking & organisational skills

• At least a valid CCNP/CCNA, JNCIP, MCSE, VCP or equivalent certification

• Other IT related certificates e.g. ITIL

• Certificates with other vendors will be beneficial

• Some experience in implementing and troubleshooting network or PC/server throughout OSI 7 layers

• Strong work ethic and reliable time keeping and attendance

Information Security Responsibilities

• Maintain company’s European Information Security Policy to ensure the security of customer information according to the policy

• Complete training and awareness sessions when requested to ensure changes and updates to the policy are understood.