Network Engineer ( L1 / P1 )

Overall purpose of the job: Running of the Service Desk, providing client support with a focus on providing a high level of customer service.

Responsibilities

• 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
• Strong customer service focus
• Experience working within a customer focused role
• General networking, TCP/IP principles DNS knowledge
• Excellent verbal and written communication skills with a professional phone manner
• Flexible approach to work with the ability to work effectively under pressure
• Ability to work in a team with little supervision using own initiative
• Responsible and willing to take ownership
• Positive and professional attitude

Desirable knowledge and experience

• Cisco / Juniper certification
• Experience working with a Managed Service Provider
• Programming language experience

Job Details

• Job Category: Managed IT Services
• Job Level: Middle Level
• Work Location: Onsite

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