IT Service Desk Engineer - Internet connectivity
- Recruiter
- RM Education
- Location
- Abingdon
- Salary
- 23000.00 - 29000.00 GBP Annual + Bonus
- Posted
- 30 Aug 2014
- Closes
- 04 Sep 2014
- Sectors
- Graduate & Internship, IT Graduate
- Contract Type
- Permanent
- Hours
- Full Time
We have exciting opportunities for IT Service Desk Engineers to work in RM's Internet Hosting Group (IHG). The IHG Service Desk supplies a quality SLA driven support to high value RM Customers and is responsible for a range of services, including managing schools' connectivity and supporting their use of Internet based applications. The team provides support for this to 5000+ customers across multiple Regional Broadband Consortiums as well as individual RM customers.
As IT Service Desk Engineer you will be part of a team that prides itself on providing a high level of customer service, ensuring incidents are resolved in a timely and accurate manner whilst meeting KPIs. You will be the primary contact point for the customer and you will have a crucial role in providing an excellent customer experience.
As IT Service Desk Engineer you will respond to requests for support by phone, but also through email and support on line. Taking responsibility for owning and resolving technical issues and playing a key role in supporting:
- Internet connectivity including broadband 'back-haul' & local Router support
- Web based mail from RM and 3rd parties such as Microsoft
- Filtering products from RM and 3rd parties
- SharePoint based bespoke learning platforms
- Video Conferencing, Web hosting and many more services
Key responsibilities
- Confidently deliver a high level of first time fix
- Work as part of a team to ensure all KPIs are met.
- Deal with 3rd party network providers to resolve issues
- Perform proactive monitoring
- Raise improvement suggestions
- Highlight and implement process and system improvements
- Represent RM to our customers remotely, during product training and on-site visits
- Provide a technical and supportability review for proposed change
- Investigate and resolve, or minimise impact of repeat issues
- Resolve escalated support issues
- You will be working with:
- WAN connectivity including ADSL/Leased line & Routers and Switches (typically Cisco and Juniper)
- Internet products such as web based email, SharePoint based learning platform, filtering, web conferencing, web site hosting etc.
Skills & experience
- Previous experience of working in a dynamic customer facing environment, ideally in a similar telephone support role.
- Good problem solving and communications skills
- Tenacity/self-motivation and the ability to work effectively as part of a wider team under pressure.
- Ability to empathise with customers and contribute to on-going improvements within the team.
- Experience of advanced LAN/WAN connectivity troubleshooting. CCNA or equivalent is advantageous though not essential.
- Candidate should be able to confidently demonstrate a practical understanding of such technologies and be able to discuss these in layman's terms.