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24/7 Service Desk Engineer

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

Job Description

Capita are looking for a 24/7 Service Desk Analyst to work in the Network Operations centre for TFL - based in West Malling.The successful candidate will be a member of a 24/7 Shift Team, responsible for efficiently and effectively resolving networking incidents and problems, maintaining client satisfaction whilst complying with Capita Network Services policies, procedures and best practices. You will be working alongside both Network Engineering and Service Delivery Teams to deliver best in class service across a critical client base. The ideal candidate will need to be able to provide technical support as well as delivering excellent customer service.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
    • 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

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