Tech Support Engineer: London
nel
Posts: 2,859Member ■□□□□□□□□□
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
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
Xbox Live: Bring It On
Bsc (hons) Network Computing - 1st Class
WIP: Msc advanced networking
Bsc (hons) Network Computing - 1st Class
WIP: Msc advanced networking
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Comments
Courses Required For Me To Graduate WGU in MS: IT Network Managment: MCT2, LZT2, MBT1, MDT2, MNT2
CU Done this term: 16 Total CU Done: 19
Currently working on: Nothing Graduation Goal: 5/2013
i have no idea, i have not been to the US nor do i live in london
Bsc (hons) Network Computing - 1st Class
WIP: Msc advanced networking
content with your knowledge. " Elbert Hubbard (1856 - 1915)
btw, i do think London is an awesome city though.
Bsc (hons) Network Computing - 1st Class
WIP: Msc advanced networking