Hours: 24/7 Shift Pattern - 2 Days, 2 Nights and 4 Days off
Overall purpose of the job:
Day to day running of the Service Desk providing client support with a focus on providing a high level of customer service.
Key responsibilities for this job:
* First line support handling customer enquiries and support issues using our ticketing system
* Proactive network monitoring of alarms and traps for our customers via our monitoring tools
* Troubleshooting circuit faults and working with carriers to achieve fault resolution
* Driving fault resolution to ensure SLA’s are not breached
* Ensure issues are handled effectively by following our SLA Guidelines
* Escalation of faults/outages in accordance with Exponential-e procedures
* Taking immediate corrective action to restore services
* Maintain professional working relationships with customers, suppliers and work colleagues
* Creating incident reports/notifications for customer distribution
* Any other fair and reasonable task or duty assigned to you by your Manager, or other senior Exponential-e Ltd staff member
Knowledge and experience required:
* Passion for working in the networking field and eager to learn and progress.
* Experience of working within a customer focused role.
* Knowledge of CompTIA Networking, JNCIA or CCNA certification.
* Excellent verbal and written communication skills with a professional phone manner
* Flexible approach with the ability to work effectively under pressure.
* Ability to work in a team with little supervision using own initiative.
* Responsible and willingness to take ownership of critical faults.
* Positive and professional attitude
