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Service Desk Engineer

Contract:
Permanent
Category:
Full Time
Job Sector:
Customer Service, IT / Technology, Contact Centre
Region:
South Wales
Location:
Cardiff
Salary description:
£20, 000 - £22, 000
Posted:
19/03/2019
Start Date:
ASAP
Recruiter:
Spectrum Internet
Job Ref:
SI/0219SDE

Service Desk Engineer

Cardiff

Reports to: Service Desk Manager

Key Relationships: Service Desk, Provisioning, Project Managers

The Service Desk Engineer is passionate about technology with a focus on the managed services that let us deliver on our mission of bringing people, businesses and technology together.

The Service Desk Engineer is a technical, customer facing role, working at the first line within the Service Desk dealing with incidents  and working with the Cloud Solutions and Network team to deploy, maintain and improve cloud solutions and services delivered to customers. Reporting to the Service Desk Manager, this is a key role in the smooth running of our Managed Services operation.

Key Responsibilities:

  • To support customers with incident management, restoring service, identifying problems and contributing towards providing digital transformation for their businesses through the intelligent and effective use of appropriate cloud services.
  • To assist in the effective delivery of Net Support UK’s range of cloud-services in accordance with our customer commitments and SLAs.
  • To triage and escalate issues to Cloud Solutions and Networking personnel in accordance with SLAs and internal operating procedures, whilst retaining ownership of issues and delivering on our first-contact resolution commitment.
  • Under guidance from Cloud Solutions and Network Engineers, liaise with and escalate to third parties, including cloud services suppliers where appropriate.
  • Carry out Project related activity in accordance with defined Work Packages.
  • Carry out Change management activity on customer cloud and network services, including creation, peer review and execution of Changes in accordance with our Change Management Processes.
  • Carry out on-site installations and maintenance where appropriate.
  • Evaluate, analyse and report on new technologies and services as directed.
  • Provide input on problem management to identify and prevent recurring issues.
  • Provide training to peers and the wider business, including creation and delivery of training material and knowledge base articles.
  • Be part of an out-of-hours on-call engineer rota.
  • Working flexibly as part of a team, the role may require working at multiple locations and across defined shifts covering our core business hours.

While carrying out these duties all staff are expected to be aware of, and take into consideration the customer’s needs, and in particular the security of customers systems and data. A thorough understanding of our policies and practices in this area is crucial.

Service Desk Engineers are expected and encouraged to maintain and develop technical, operational and commercial skills through mechanisms such as:

  • Structured CPD, including professional / technical accreditations.
  • Engagement with key technology partners.
  • Engagement with appropriate technical communities such as TechNet.

Key Competencies:

Service Desk Engineers will have an understanding of IT systems in a commercial environment as well as knowledge of specific cloud technologies. They are also expected to work and communicate effectively with customers, suppliers and colleagues in line with our core values.

Technical Competencies

  • Understanding of key concepts of Cloud based Services including IAAS, PAAS and SAAS.
  • Understanding of specific cloud technologies, such as Microsoft 365 and Microsoft Azure services.
  • Knowledge of basic diagnostic and troubleshooting practice
  • Understanding of the modern digital work-place including related technologies and infrastructures including:
    - Windows Server based environments
    - Common commercial end-user operating systems (Windows 10, MacOS, IoS, Android)
    - Office 365, One Drive, One Note, Groups, Email etc.
  • Awareness of commonly used monitoring, analysis and orchestration protocols and tools such as:
    - Wireshark / PCAP tools
    - Remote Desktop management tools (RDP, Team Viewer etc)
  • Understanding of the structures underpinning the modern network communications, including IP IPv4 /IPv6 addressing and routing and the Domain Name System
  • Knowledge of network devices such as managed switches, firewalls/ security appliances, routers and wireless access points.
  • Familiarity with a range of network technologies including Fibre, Ethernet and xDSL.

Service Desk Engineers should be able to demonstrate understanding of new and emerging technologies, particularly as these apply to our core services and key technology partners. We expect Service Desk Engineers to be continually improving and working toward obtaining recognised certifications within a structured learning path. In addition to this, we expect Service Desk Engineers to keep abreast of rapidly evolving cloud services, staying ‘ahead of the curve’.

Commercial Awareness and Other

  • Awareness of how excellence in cloud service implementation and operation impacts on customer success.
  • Awareness of the Managed Services business models.
  • Ability to create relationships with customers and communicate technical matters to a non-technical audience.
  • Ability to complete written reports as directed by Cloud and Network personnel, including diagnostic reports and incident reports.
  • Ability to deliver against deadlines and to manage conflicting priorities.
  • Ability to build relationships with colleagues, suppliers and partners.
  • Prepared to provide results of a Basic Disclosure check of Criminal Records.
  • Full UK drivers licence.

Certification and Requirements

  • IT Related Degree or Degree qualified with appropriate IT knowledge/passion.
  • Desirable, Experience in a customer facing role.

Person Specification:

Service Desk Engineers will have a passion to build a solid foundation for their career within the IT Sector. As well appropriate technical credentials they will also have a desire for successful customer engagement and will have ideally had experience of a customer facing role.

Professional, focussed and organised, they will be passionate about delivering customer success through digital transformation, in line with our core values.

Working in close collaboration with the broader team, this role requires people with personal drive and ambition, who also value the level of trust and teamwork required for successful service delivery and long-term customer-relationship building.

Above all this person must embody the core Net Support principles: Passionate, Savvy, Creative, Expeditious and Ethical.

Full UK Driving licence required

Working Hours

The job is based on a 37.5 hour per week.

34 Days Holiday including Bank Holidays.

Please apply online today and submit your current CV and contact details.

Company Description

Spectrum Internet: Everything Connected

Spectrum Internet is an expert in providing high-speed, Superfast and Full Fibre Broadband across Wales and the South West of England. We literally go the extra metres installing our own fibre infrastructure and trialling new methods of delivering connectivity to bring speeds up to date for businesses and communities.

As a leading independent Internet Service Provider that transforms how people connect, communicate and collaborate, we continuously work hard to build and maintain a reputation for creating innovative solutions without compromising on service. This has been recognised in the industry through numerous prestigious awards.

Closing Date:
22/03/2019

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