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Service Desk Engineer

Capita
Job LocationGlasgow
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Member of team of Service Desk Engineers, responsible for efficiently and effectively resolving incidents and problems, maintaining client satisfaction whilst complying with Capita Network Services policies, procedures and best practices.Were supporting our clients as they adapt to a new world in the wake of COVID-19. Were now recruiting for roles which will help our clients to deliver vital services and to resume business wherever possible.Capita is looking for a Service Desk Engineer - Based in Tannochside Key Responsibilities:

  • Be the first point of escalation for customer generated calls
  • Log faults and service requests on our Remedy system, carry out initial diagnostics and look to resolve 95+% of all faults and requests.
  • Work within strict SLAs to provide our customers with a timely resolution.
  • Ensure all support requests are up to date and in hand at the end of each shift, handing over any outstanding issues to shift staff.
  • Ensure the customer is kept informed of the progress of the fault and the system is kept updated regularly
  • Configure and troubleshoot faults on our Switches, routers, Dslams and modems (Cisco and Adtran)
  • Log and manage circuit faults (ADSL, SDSL, Ethernet, NGA, MPF, SMPF) on our third-party suppliers systems.
  • Liaise with 3rd party engineers/SMCs on the phone to work towards fault resolution
  • Provide support and carry out remote configurations and link checks for our field engineers
  • Actively monitor the networks using our network monitoring system Solarwinds
    • Required Skills/ Experience:The successful candidate should have, or be working towards, Cisco CCNA qualification (or equivalent) and will have experience of the following;
  • Proven customer service/helpdesk/NOC experience
  • Excellent communication skills
  • Experience working in an ITIL environment and adhering to strict SLAs
    • Desired Experience/Skills:
  • General knowledge of Firewalls and Security Appliances
  • Knowledge of Juniper Network Devices
  • Recent experience in a similar role
  • Experience of local government/public sector environments
  • ITIL Service Management
    • About Capita Network Solutions connect people. We design, build, operate and optimise every form of network service - from Internet to WAN, from LAN to Cloud - with the capability to deliver locally, nationally and globally. Our strategic partnerships with major UK telecoms providers mean we can deliver network coverage across the whole UK. We also have a customer engagement team to keep people online, and a cyber security teams to keep people safe online. With our partner business, Capita IT Services, were able to offer an exceptional, scalable range of capabilities - be it within a companys own network or in the cloud; consultancy or implementation; managed service or full business outsourceWhats in it for you
  • A competitive basic salary
  • 23 days holiday (rising to 27) with the opportunity to buy extra leave
  • The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
  • Company matched pension, life assurance, a cycle2work scheme, 15 weeks fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
  • Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology
  • Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
    • Youll get the chance to follow your chosen career path anywhere in Capita. Youll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and well provide the support you need to do just that. Our purpose is to create a better outcome for you.What we hope youll do next:Choose Apply now to fill out our short application, so that we can find out more about you.Were an equal opportunity employer, which means well consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and were committed to creating an inclusive environment for all employees.All interviews, assessments and background checks will continue to take place online, to completely remove the need for face-to-face contact. All Capita colleagues who can work from home should do so; and where it is not possible for colleagues to work remotely, we have taken important steps to protect those working from Capitas offices. Social distancing, enhanced hygiene and safety measures are already in place at all Capita locations that are open to protect our colleagues and manage the risk of COVID-19. The welfare of our people is of paramount importance to us, and were doing everything we can to keep our colleagues and customers safe during this time.

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