IT Support Engineer in London

Job Description

Our client, an international IT/Telecom service providers throughout the world, is currently recruiting an IT Support Engineer to join their professional and international team.

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The job holder is to work as a support engineer (shift) at IT Operation Centre, act as the 1st and 2nd level support and play a crucial role in early recovery of Network / Mobile services / IOT services /customers' services in the event of faults and trouble, to carry out a variety of technical tasks to meet or exceed customers' expectation by liaising with vendors, carriers, Mobile Operators, third-parties, and other related organisations.

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Job description

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- Manage a variety of IoT / Network (Data, Voice, Mobile services) alerts/reports and customer fault calls from internal technical divisions & customers (service portal /ticket system /email /telephone).
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- Update trouble ticket systems and customer documentation with fault history.
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- Contact and co-ordinate 3rd party suppliers, Mobile Operators, or other resources, to help achieve trouble resolution.
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- Notify the On-Call Support / Manager of issues which require escalation, customer questions /complaints or requirements & new business opportunities.
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- Visit customer premises with 3rd party vendors as and when required for troubleshooting, project or maintenance contract work.
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- Carry out tasks with a high level of accuracy and professionalism such as, and not limited to, tape changes, system administrations and reporting.
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- Attend customer meetings regarding issue, projects or maintenance contract work.
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- Create ad-hoc reports concerning customer issues as and when required.
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- Support remote engineers with service tests related to both network and mobile services (SMS, mobile Data, ecalls)
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- Work within ICT Operations Division on 24/365 maintenance rota and as replacement of colleagues when necessary.
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- Travel to other branches and customer offices throughout Europe for business purposes as and when required.
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- Provide technical support, create design and proposals for customers.
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- Update internal data base for operation centre.
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- Communicate with vendors/carrier/ customers about change requests and planned/emergency maintenance notifications.
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- Execute ad hoc requests from the line managers.
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Requirements:

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- Knowledge and proficiency in MS Office Excel, Word, PowerPoint and Visio and in maintenance and installation of network infrastructure, security, server or virtualization.
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- Fluent English language skills
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- Ability to investigate and source answers to various service portals, ticket, email and telephone enquiries.
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- Proven customer service and facing experience, at all customer levels.
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- Flexible approach, able to work outside of normal working hours when requested.
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- Strong time management/multi tasking & organisational skills .
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- Good communication with customers, colleagues and related 3rd party vendors.
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- A valid CCNP/CCNA, JNCIP certification, IoT /mobile networking experience will be an advantage.
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- Significant experience in implementing and troubleshooting network or PC/server throughout OSI 7 layers.
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- Strong work ethic and reliable time keeping and attendance.
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Conditions:

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- Salary: Up to £36,000 per annum, plus shift allowance
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- Competitive benefits (such as Travel expense) are available
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- Working hour: 4 days on 4 days off basis
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- Location: London
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For more information, please apply today!

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*** Access Appointments Consultancy Ltd is a recruitment agency based in London.

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Please note that we're afraid that due to the high volume of applications we receive, we may not be able to provide feedbacks on individual CVs.

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Also we can only consider candidates who are eligible to work in the UK and are able to provide relevant supporting documentation such as passport/visas when required.

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Thank you for your time and cooperation***