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1st Line Network Support Engineer x 2 job in Bracknell

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Job Ref:  204568002
Employer:  cv-library.co.uk
Job Type:  Contract
Country:  United Kingdom
City:  Bracknell
Post Code:  RG12
Salary:  £9.00 - £11.00/hour
19/10/2016 09:35
Due to exciting growth our client is looking to recruit tw0 1st line Network Support Engineers to work as part of a team to deliver technical support to a focused subset of customers. This includes taking support calls by telephone, email and via web portals. You will technically be able to prioritise and categorise the majority of network/hosting faults covering the standard product portfolio and to initiate the correct processes for resolution.

Duties to include-

* Be a first and single point of contact for all customer enquiries
* Respond to calls, email and other customer alerts promptly and within SLA/KPI targets
* All responses and contact must be prompt, polite, relevant and concise
* Provide exceptional customer service at all times, ensuring customers are regularly updated on ticket status and developments in accordance with any incident and request management processes
* Maintain a commitment to keeping customers informed and build and maintain relationships of trust with customers
* Set realistic and achievable expectations with customers on communication and resolution timeframes
* Act as an escalation point for partner or suppliers as required
* Ensure the correct process and procedure for customer contact are followed at all times
* Follow appropriate technical troubleshooting guidelines and techniques to diagnose and resolve issues
* Utilise carrier provided tools to drive appropriate resolution
* Log and follow-up on faults with external suppliers
* Ensure tickets are regularly and accurately updated in accordance with SLAs
* If required, pro-actively seek guidance from other technical teams / management to identify and propose ticket resolutions
* Where appropriate, escalate faults to other technical teams, retaining ownership of the ticket to ensure a timely resolution
* Highlight any trends or patterns in technical issues to management
* Ensure that the correct process and procedures are followed for ticket management and escalations
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