Senior Technical Services Engineer- Ilkley - to £25k depending on experience

[SchoolsBroadband]

Senior Technical Services Engineer

 

This role is based at our Ilkley office within the busy Customer Technical Services team.

This role is crucial to providing and supporting the customer with the services they need and you will take an active role in ensuring that the customer is provided with an excellent level of service.

You will work in a small team of engineers and report to the Customer Technical Services Manager. This is a customer facing role and will involve progressing incidents and requests through to resolution, maintaining contact with customers throughout, configuring and remotely installing firewalls and routers, liaising with 3rd party suppliers such as BT, TalkTalk, Virgin, O2, Fortinet and Lightspeed in the resolution of faults, taking responsibility for resolution of escalations, supporting and coaching Customer Technical Service Engineers and involvement with new projects.

This role provides the opportunity to work with the latest technologies in a challenging environment, with invaluable on the job experience and formal training.

First and foremost you will be truly passionate about providing an outstanding level of service which delights our customers. You will bring strong technical expertise to the role and show a strong desire to learn new technologies and products. You will work effectively as part of a team but also be able to work alone when required including visits to customer sites to install equipment and resolve faults.

Flexibility is required as onsite visits may be necessary at short notice and a full driving licence is required. The role involves shift work on a rota basis covering the hours of 8am through to 18:00 and out of hours on call support is also a requirement via a rota.

 

Responsibilities

• Responding to incoming phone calls and emails within agreed targets

• Logging and maintaining records within the help desk system

• Effectively managing own work list, taking ownership of calls and progressing these through to resolution in line with agreed service levels

• Troubleshooting incidents, liaising with Network Engineers and 3rd party suppliers as required

• Proactively maintaining client systems and responding to monitoring alerts

• Firewall and router configuration managing remote installations at client sites

• Providing assistance to customers both remotely and through onsite visits

• Creating and maintaining technical documentation and user guides

• Providing support and coaching to Customer Technical Services Engineers

 

 

Requirements

 

• Excellent customer facing skills and natural ability to build relationships

• Strong customer service skills, verbal and written, with ability to work effectively at all levels

• Solid experience in a customer facing, technical support role

• Good organisational skills and ability to effectively multi-task

• Strong trouble-shooting skills

• Calm under pressure

• Confident

• Strong team working ethic

• Strong understanding of Microsoft technologies

• Fundamental knowledge of networking, security, VOIP and broadband technologies

• Good understanding of DNS and SMTP

• Advanced knowledge of IPV4

• Basic router configuration

• Understanding of routing protocols

• Configuration and support of firewalls

• Full UK driving licence

 

Desirable

 

• Experience in supporting Fortinet technologies

• Experience in advanced routing (OSPF, BGP, etc)

• Experience of EOIP and VPLS

• Knowledge of web filtering technologies (LightSpeed Systems preferable)

• Experience in supporting MS Exchange

 

 

 

How to apply?

To apply for this role, please send your CV together with covering letter to [email protected] stating 'Senior Technical Services Engineer’ in the subject field.

Should you be asked for an interview you will be required to take a written test to assess your technical knowledge over a range of IT and communication subjects.

Edited July 2, 2014 by elsiegee40

[Arthur]

Would it be possible to post the salary (as per rule 4)?

[vikpaw]

Would it be possible to post the salary (as per rule 4)?

They are double checking and it should be available tomorrow.

[elsiegee40]

Salary is up to £25k depending on experience

[SchoolsBroadband]

oh just to add the candidate also gets

 

Contributory Pension

Company Share Scheme

Christmas Bonus

 

I like to think we treat our staff well