At a Glance
- Tasks: Provide first line support and troubleshoot network issues for clients.
- Company: Join Exponential-e, a pioneering UK Cloud and Connectivity company.
- Benefits: Enjoy competitive pay, flexible shifts, and opportunities for growth.
- Other info: Dynamic work environment with 24/7 shifts and career advancement opportunities.
- Why this job: Be part of an innovative team making a real impact in networking.
- Qualifications: Passion for networking and customer service experience required.
The predicted salary is between 22050 - 26950 £ per year.
Exponential-e, founded in 2002, swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our ground-breaking approach, making us a truly world-class ICT services company.
We're a company of innovators who think big and achieve bigger! Our people are crucial to the continuing success of our company. From our CEO to our new Graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do.
24/7 Shifts: 2 days (7am - 7pm), followed by 2 nights (7pm - 7am), followed by 4 days off.
Overall purpose of the job: Day to day running of the Service Desk providing client support with a focus on providing a high level of customer service.
Key responsibilities for this job:
- First line support handling customer enquiries and support issues using our ticketing system.
- Proactive network monitoring of alarms and traps for our customers via our monitoring tools.
- Troubleshooting circuit faults and working with carriers to achieve fault resolution.
- Driving fault resolution to ensure SLA's are not breached.
- Ensure issues are handled effectively by following our SLA Guidelines.
- Escalation of faults/outages in accordance with Exponential-e procedures.
- Taking immediate corrective action to restore services.
- Maintain professional working relationships with customers, suppliers and work colleagues.
- Creating incident reports/notifications for customer distribution.
- Any other fair and reasonable task or duty assigned to you by your Manager, or other senior Exponential-e Ltd staff member.
Knowledge and experience required:
- Passion for working in the networking field and eager to learn and progress.
- Experience of working within a customer focused role.
- Knowledge of CompTIA Networking, JNCIA or CCNA certification.
- Excellent verbal and written communication skills with a professional phone manner.
- Flexible approach with the ability to work effectively under pressure.
1st Line Network Technician employer: Exponential-e Careers
Exponential-e is an exceptional employer that fosters a culture of innovation and collaboration, making it an ideal place for a Client Service Coordinator to thrive. With a commitment to employee growth and development, we offer comprehensive training and support, ensuring that our team members are equipped to excel in their roles. Located in the heart of the UK, our dynamic work environment encourages creativity and teamwork, while our PRIDE principles guide us in delivering outstanding service to our clients.
