Join a world class technology leader right on your door-step.  We pride ourselves on innovation, quality and commitment to first-class service.  We offer digital enablement services, global IT solutions and managed services.   Our Group already boasts ICT solutions and services  in more than 70 countries worldwide.  A key priority for all our business are developing, empowering and collaborating with you, our people.  We have retained TalentJuncture to introduce us to like-minded enthusiastic, energetic and confident people, looking to work with us and become part of our formidable teams across the globe. 

Key Purpose of the role:
2nd Line Technical Support Engineers work as part of a 24X7 shift pattern and are the front line customer interface within the MSC, monitoring alarms, and alerting customers to any events.
 
It is a technical engineering position, with responsibilities focused around the smooth running of both the Managed Service and Maintenance customers’ environments, ensuring that system availability is maintained at the highest level and any issues that arise are dealt with within SLA.
 
Key responsibilities include:

• In addition to supporting the 2nd line Service Desk analysts with a number of their key responsibilities (Back Office administration and Mailbox management) responsibilities will include:
• Event management - monitoring alarms and other tools, opening incidents in the ticketing system and notifying customers of an event within defined SLAs.
• Managing phone calls from customers, ensuring they are made aware of what action has been or will be taken to resolve their issues.
• Handling incoming emails from customers, resolver teams and service management
• Performing Incident Management to ensure that the appropriate action is being taken.
• Contacting third party suppliers to log support calls, obtain updates on open support calls or request technical advice.
• Liaising with the Maintenance team to ensure required parts are sourced and shipped to a customer site within SLA.
• Managing the “planned maintenance” process, receiving Carrier notifications of downtime and notifying the customer of any impact to service.
• Working closely with resource management to organise engineer to site where required.
• Carrying out remote diagnostic tests and checks when incidents are logged by customers..
• Providing advanced diagnostics when appropriate.
• Implementing routine and minor Change Requests.
• Assisting with the implementation of Customer projects, internal support projects or support administration tasks. 

Key experience required:

• Graduate or qualified by experience
• In possession of the Vendor associated accreditations as appropriate to your area of expertise.
• 1-2 years’ experience working in a managed services or similar IT environment and possess a high level of customer service.
• Exposure to a wide range of technology and possess qualifications in (or studying towards) CCNA, CCNP, MCSE, MCSA etc. or associate level certification for VMWare or Citrix.
• Working towards Cisco CCNA or associate level certification for Microsoft, VMWare or Citrix - essential 

Ideal skills and experience required include:

• ITIL Foundation Certificate (V3)
• Experience of working within an operational support organisation, with an appreciation for service excellence
• Good PC skills
• Excellent understanding of networking and routing protocols
• Understanding of firewall and Internet security concepts
• Knowledge of Cisco Voice Solutions; Linux/AIX and HP Data Protector/Tivoli Storage Manager 

The Candidate
 
Experience in a customer service environment is essential as is excellent verbal and written communication
Skills. In addition, you possess a detailed and analytical approach to undertaking duties. You should display
Incident Management experience – Managing incidents including business expectations and Communication.
 
This position falls into the 24/7/365 team. Candidates must be willing to work shifts within this team.
 
On offer is access to competitive compensation and benefits for yourself and your family and an opportunity to work for a company who nurture their people and encourage growth and fresh ideas.