Network Technician – 24/7

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.