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ON-SITE NETWORK ENGINEER - London job in Central London / West End

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Job Ref:  429103776
Employer:  Adzuna
Industry:  Civil and Structural
Job Type:  Permanent
Country:  United Kingdom
County/State:  London
City:  Central London / West End
Salary:  From £30,000 to £42,000 per annum +Laptop+SmartPhone+Training+Benefits
23/09/2016 02:54
ON-SITE NETWORK ENGINEER LONDON JOB PURPOSE: The position of On-Site Network Engineer is to manage, be accountable and responsible to provide day to day support services to clients whilst representing the company remembering at all times high standard of customer service. You need to apply new techniques for addressing client systems performance and delivering services as per Company's guidelines and requirements. You will help deliver excellent customer care in exceeding expectations and professionalism. You need to perform the following: Implement methodologies to improve first call resolution, manage customer perceptions and build strong internal relationships. Deliver a customer care philosophy that ensures customer satisfaction. Incident Management, Problem Management, Service Level Management and escalation Monitor, track and resolve all calls assigned to you ensuring that all calls are rectified in accordance with agreed Service Level Agreements and where necessary escalate according to escalation procedures. Identify and escalate known errors and problems to the correct technical team KEY RESPONSIBILITIES & DUTIES Provide onsite support functions for Networks including servers, desktops, switches, routers, and firewalls. Maintain network, servers and workstation hardware and software. Monitor client networks to ensure network availability to all system users and perform necessary maintenance to support network availability. To supervise, plan, co-ordinate and implement network security measures. To manage performance tuning and capacity planning to enhance performance of network resources. Perform routine disaster recovery methods. Test Acronis as and when required. Analyse Maintenance Reports, GFI Alerts and other data and recommend appropriate measures. Assists in maintaining the operating system and security profiles utilised on the network, including the addition of new users to network and establishment of rights and privileges. When required, guide and train Technical Support Analysts in resolving problems. Provides Senior level Desktop services support. Analyse problems (both technical and operational) and arrive at workable solutions. Be part of Client projects. Identify operating systems, network and hardware malfunctions and takes appropriate action to resolve issues. Performance, Competencies & Criteria Performance criteria shall include achievement of tasks, annual objectives, and the completion of special assignments including: Building Rapport Client systems awareness Interpersonal relations Integrity Listening skills Organising and planning ability Personal work ethic Analytical Skills Attention to Detail Oral Communication Team Skills Technical Knowledge/Proficiency Tolerance of Stress Written Skills Maintain confidentiality of information Professional Qualities Leadership Generates enthusiasm among team members. Proactively seeks opportunities to serve in leadership roles. Challenges others to develop as leaders while serving as a role model. Manage the process of innovative change. Teamwork Facilitates effective team interaction. Acknowledges and appreciates each team member's contributions. Client Management Communicates effectively with users/clients to identify needs and evaluate alternative business solutions. Continually seeks opportunities to increase client satisfaction and deepen client relationships. Manages client expectations effectively. When required work extended hours to complete tasks. Organisational Responsibilities Innovator Development Mentors those with less experience through informal channels. Train colleagues through both formal and informal training programs. Internal Operations Suggests areas for improvement in internal processes along with possible solutions. Leads internal teams/task forces. Manage IT related incidents and service requests throughout their lifecycle within the agreed SLA's, and to provide clients with regular updates and agree call resolution before closure. When required, answer helpdesk calls professionally and with enthusiasm. Report to Senior Managers on any issue that could significantly impact the business. Take overall responsibility of incident management and requests. Acting as an escalation point where difficult or controversial calls are received. Liaising with Sales Dept. Liaising with onsite teams. Assisting Help Desk Agents in providing support when workloads are high or where additional experience is required. Assist in early identifying client systems faults and ensure proactive fixes. Follow department processes, procedures and policies with special attention to SLA's. To take responsibility for achieving good, consistent first time fix rates. Best quality communications with clients and internal teams. Putting recommendations to clients where possible and informing Sales Dept. Ensuring client documentation is kept up to date and records are checked on a regular basis. Building rapport with clients and suppliers. Continuous monitoring & maintenance of client systems. Manages client interactions and expectations. Develops lasting relationships with client personnel. Communicate effectively with clients to identify needs and evaluate alternative technical solutions. Continually seeks opportunities to increase customer satisfaction and deepen client relationships. Cover Help Desk as and when required. To carry out any other duties those are within the employee's skills and abilities whenever reasonably instructed. MANDATORY REQUIREMENTS Punctuality when working at Watford or London offices or client site. Client relationships to be always on Professional basis. Always dress smart and be clean shaven. If running late; inform line manager or technical dept co-ordinator. Send time alerts when arriving/leaving office or client sites including lunch breaks. Daily onsite checks of client back-up's and other key services and resolve any issues. Preventative maintenance tasks for networks and complete required documentation. Maintain onsite tasks lists on daily basis and inform co-ordinator of outstanding tasks. Always keep call logs updated on help desk app. Always keep user informed of call status and progress. Maintain client technical documentation and change management. Complete required User Forms for new installs, rebuilds and changes. Detailed completion of service sheets including all information required on service sheet with special attention to user signature and job time details. Submit service sheets within 24-hours of completing job whether internal or onsite tasks. For server maintenance, complete reports within 24-hours and send to Sales Dept. This job was originally posted as NA
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