Tech Support Engineer: London

nel

Hey,

Just thought i'd post this op here incase anyone is interested. Give me a pm and i can forward your details on to HR. It does include 24/7 shift work in a DC.


Duties & Responsibilities:

• Manage all incoming calls, e-mails and faxes to the technical support line. These include problems, queries and requests regarding services.
• Respond to customers within Support SLA directly to the customers and liaise with IT consultants or partners where necessary.
• Provisioning of new and existing services including (but not exclusive to) Internet access, domains, web space and e-mail services etc.
• Liaise with third party suppliers (including BT) to report and escalate customer problems.
• Escalate tickets to support management, Network Operations Centre (NOC team) and other respective teams as required.
• Assist with project work when required (including but not exclusive to) product evaluations, development of internal and customer training material, development of new services and improvement of support processes.
• Act as a point of escalation for our Customer Service Desk.

Key Outcome Measurements

• Tickets responded to and resolved with SLA
• Random samples of tickets measured for customer service and technical aptitude
• Number of tickets provisioned within OTIF (on time and in full) deadline
• Number of tickets provisioned out with OTIF (on time and in full) deadline
• Customer survey responses
• Process and procedural improvements suggested to Support Management

Skills set

Applicants must possess experience of the following:-

• TCP/IP, LAN, WAN, ADSL, SDSL, Dialup, ISDN, PSTN
• Windows Operating Systems, Linux, Unix, Ubuntu, Fedora
• POP3, IMAP, SMTP
• Customer service or technical phone support experience


Ideally the applicant will also have experience of the following:-

• Service desk environment supporting over 500 users
• Worked within a ISP or Telco environment
• Will hold a CCNA or be currently studying towards it
• Will hold a MCP and will be working towards their MCSE
• ITIL qualification
• Candidates will bill educated to HND/BTEX as a minimum in relevant discipline.

The right person may not necessarily have the desired skills set, but just the right attitude to have the enthusiasm to learn and make a positive contribution to the organisation.

Personal attributes

• Good communicator
• Self motivator
• Team player
• Good time management
• Customer focused
• Being able to work under pressure
• Flexible to meet demands of an operational and evolving business

themagicone

How is it living/working in London? I've been working with a large company based in London on some US Based projects. We've talked about me coming to work full time in London for them. Is the UK a big jump from the US?