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Shift Engineer – 24x7 shifts job in Bristol

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Job Ref:  204178756
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
City:  Bristol
Post Code:  BS5
Salary:  £26000 - £31200/annum
19/10/2016 09:37
Our client, an international organisation is looking for an experienced 2nd or 3rd line Engineer to work within their Service Operations team covering 24x7 shifts, 365 days per year. The team is responsible for delivering technical support to UK business customers, troubleshooting as well as managing customer solutions to identify incidents and maintain service.

Main Responsibilities;

• Ensuring the highest levels of service are delivered to the customer base
• Providing telephone and ticketing based customer support
• Assessing the impact/urgency of tickets and gathering appropriate information for each request
• Resolving all customer issues raised within agreed SLAs
• Maintaining accurate record of activities completed throughout the ticket lifecycle
• Escalating issues as appropriate
• Liaising with third party suppliers to ensure changes are resolved efficiently
• Working closely within the larger team to maintain service excellence
• Proactively developing documentation and knowledgebase across the team
• Adhering to strict process and procedure
• Liaising with Engineering teams in order to further develop troubleshooting processes
• Taking responsibility for all out of hours duties including stack management, PRs and planned engineering work communication
• Troubleshooting and repairing hardware faults and installing spares or components as required
• Carrying out physical checks and audits as required by the business.

Successful candidates will have:

• Proven experience of providing customer support
• Previous ISP, Managed Service or Telecoms experience
• Knowledge of ITIL environments
• Ability to communicate technical language into user friendly information
• Ability to cope well under pressure
• Motivation and a can do attitude
• Excellent understanding of IT Service Management
• Analytical and problem solving skills
• A thorough understanding of the majority of the following technologies;
o Firewall
o Networking
o TCP/IP routing protocols
o Broadband
o Leased Lines (Copper and Fibre)
o Telephony (Traditional and VoIP)
o Network Design
o Load Balancing
o Email (SMTP and POP mail delivery)
o Microsoft Exchange Server infrastructure
o Domain Names and DNS Management
o Anti-Virus and Web Security services
o Hosting
o VMware
o Windows
o Linux

This is a full time, permanent position working for a highly successful, dynamic organisation. This role operates on a 24x7 day and night shift pattern which operates between the hours of 8am to 8pm and 8pm to 8am. If you feel you have the right level of technical knowledge as well as a highly customer focused attitude, this could be the ideal role for you. Don't miss out on this opportunity, apply now
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