1st Line Support Engineer job in 21,000 - £25,000

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Job Type: PERM

Location: 21,000 - £25,000

Salary: £25000

Date Posted: 12-01-2021

Category: IT/ Technology/ Digital

Alexander Hancock

Are you currently working in a 1st Line Network Services, Telecoms, VoIP and/ or Data support role? If so this could be the perfect fit for you… as a result of continued expansion our client is looking to recruited a 1st Line Support Engineer

Located in South Manchester, this is a fantastic opportunity to be part of an unconventional but vibrant, quirky, and growing network services/ telecoms/ converged technologies company delivering & supporting next generation engineering at its best with solutions which are robust and reliable to our customers and partners throughout the UK.

Role and Responsibilities for the position of 1st Line Support Engineer:

  • Maintain a high degree of customer service for all support queries
  • Resolution of full range of technical support issues.
  • Operational experience of lines, broadband, VoIP, PBX and or data technologies in network services, telecommunication and/ or Data environment.
  • The support services will require an in-depth understanding of lines, broadband, router, switch, telecoms, VoIP, SIP and data.
  • The 1st Line Support Engineer provides advanced support services to our clients and customers. The support services will require an in-depth understanding of lines, broadband, router, telecoms, VoIP, SIP and data.

To succeed in this role you will be expected to:

  • Provide 1st line support for all customers via phone, video call or email or face-to-face;
  • Log all incidents and requests within the relevant system and update tickets in a timely manner;
  • Take ownership of customers & problems, following up on their behalf and communicate progress in a timely manner;
  • Troubleshoot & diagnose lines, broadband, network, hardware & software faults;
  • Escalate to 2nd line where applicable;
  • Liaise with external providers & suppliers to ensure resolution to agreed standards and timescales;
  • Manage, prioritise and plan own work queues and deal with tickets within the set SLAs;
  • Provide basic training on systems and applications;
  • Troubleshoot basic network issues such as line, broadband, router & firewall issues;
  • Maintain a high degree of customer service for all support queries
  • From time to time, attend customer sites to assist in rollout / deployment of the telephony & IT solution;
  • Be part of the out-of-hours on-call rota for the Service Desk which is paid addition to the salary listed.

Key responsibilities include:

  • Effectively communicate with customers and within the company
  • Provide proactive monitoring and responsive management of services to all customers
  • Be able to work without continuous supervision and be trusted to provide professional support services to customers
  • To be able to self-educate and attain industry standard, vendor and other recognised technical certifications to be able to fully deliver in the role
  • Ensure that all company processes, procedures, and standards are adhered to at all times

Experience & Knowledge for the role of 1st Line Support Engineer:

  • The ideal candidate will have at least 12 months background in a Support Desk environment.
  • Be familiar with the primary functions of networking equipment, i.e. router, switches, firewalls, wide area communications, cloud services, SIP & VoIP.
  • Have awareness of some of the following vendor products; Panasonic, HV Select, Office365, Yealink, Draytek, HiKVision, etc.
  • Possess strong knowledge of connectivity technologies (Lines/Broadband/LAN/WAN/Wireless)
  • Have experience in configuring and troubleshooting networking protocols
  • Not essential but would be good to have an understanding of practical application of VLANs, switching, and routing.
  • Good working knowledge of Windows environments
  • Logical approach to fault-finding and commitment to seeing the job through, working in ticketing system
  • Ability to work alone or as part of a team with a strong work ethic and team mentality
  • Willingness to learn new technologies and keep abreast of the UC sector, using self-learning and dedicated training techniques
  • Working to set deadlines and SLA’s, with the ability to multitask
  • Flexible, tenacious, highly self-motivated and committed to achieving goals
  • Be able to work in a fast-paced environment and meet very tight deadlines, whilst remaining calm and focused on the activities needed to complete the job
  • Operational experience of VoIP and PBX technologies in telecommunication environment

Competencies & Skills:

  • Smart, flexible, diligent, and professional – willing to work hard and have fun doing it
  • Excellent interpersonal, written, and verbal communications skills
  • Ability to comprehend and understand network equipment, to fault find and identify the causes of problems
  • The ability to prioritise and adjust as situations change
  • Develops and maintains positive working relationships with colleagues and other team members both within and outside the organisation
  • Demonstrates commitment to providing and maintaining a high quality of customer care, in line with company’s values
  • Displays desire and willingness to understand and address the needs of others
  • Demonstrate attention to detail

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