Service Desk Engineer; 2nd line (Connectivity) - 24/7

Job Description

Six Degrees is a cloud led managed service provider where everyone is welcome. We work as a collaborative technology partner to businesses making a digital transformation and believe in harnessing a truly diverse and inclusive culture. Its a great timeto join Six Degrees; weve just secured Microsoft Azure Expert MSP status and our business is growing and work with a strong and loyal client base across the Private and Public Sectors. Our goal is to create a culture where different perspectives and experiencesare valued, diversity of thought is encouraged and there is fairness and equality of opportunity for all.The Service Desk Team is a core team within the business, its the first point of contact for our clients, and is heavily involved in the delivery of timely and effective technical solutions.The focus of this role is to deliver first class service, advice and technical support to the customers and clients of Six Degrees, through the highest standards of integrity, efficiency, knowledge and co-operation.Six Degrees is not interested in paying lip-service to diversity and inclusion, and just observing our statutory duties. We work to continually re-affirm our commitment to cultivating a workplace and society that embraces and vigorously defends equity, diversityand inclusion. This includes all aspects of recruitment and employment - our recruitment and selection processes are open and fair, and we will always consider any reasonable adjustments or flexible working requirements. We are also an active member of theEmployers Network for Equality and Inclusion (ENEI) who support us on this journey.ResponsibilitiesThe objective of the Service Desk (SD) team is to provide the interface between customers/clients and Six Degrees in order to ensure that an agreed level of customer satisfaction is achieved and that the service consistently delivered is to the standardrequired.You must resolve technical Incidents logged by clients efficiently, professionally and within SLA (Service Level Agreement) whilst providing 2nd level Incident analysis and support, resolving Incidents as appropriate within the specified guidelines.As a member of the Service Desk 2nd line team, act as a point of contact for our clients and escalation for the 1st line engineers in the Service Desk. You will also need to Identify any recurring issues and raising problem records for investigation, triageof incidents that come into the 24/7 Service Management Centre.You will need to work co-operatively with the team members and colleagues, contributing positively and constructively to the achievement of team and organisational objectives. You must be proactive accountability and ownership of own actions and SD activityto ensure Six Degrees and client best interests are maintained.To ensure throughout your own and overall SD ticket lifecycle, that appropriate communication always takes place with client, key stakeholders and to take proactive responsibility for client communication during major Incidents and provide updates as requiredby Service Management, and Service Desk Manager/TL.You must accurately log and maintain real-time updates for all Service Desk Incidents (tickets) using our Service Management Tool (Service Now) and monitor progress of tickets by providing the customer/client with feedback and real-time information regardingthe progress of the resolution, throughout the lifecycle of the ticket.ExperienceConnectivity You will need to have data communications understanding and experience in operational environment equivalent to a 1st line faults desk with previous experience working in a SP/ISP/TelcoCarrier operational environment, which you need to understand the ITILprocesses with experience of working in a fast-paced Service Desk supporting a wide range of services and products whilst having the experience on working with ITSM platforms (Service Now desirable).With this role you need to have good Exposure to Fortigate SD-WAN technology with CCNA / JNCIA routing switching experience with exposure to Wifi solutions (Cisco Meraki), LAN switching at 2nd line level.SkillsWith 2nd Line role you will need to know how to operate NMS systems and Firewalls (Palo Alto / Cisco ASA), Juniper/Cisco Routers Switches - troubleshooting and change requests to live customer solutions.You must have experience in applying basic change requests to live customer solutions and the ability to troubleshoot IP, DSL. You have a good understanding of building and configuring routers and other network equipment on an ad-hoc basis, with the Abilityto troubleshoot MPLS, BGP, OSPF, IPSec.