Junior Tech Support Engineer

As Junior Tech Support Engineer, you will be the first point of contact for our clients and ensure that they achieve maximum utilisation of their technologies by offering unrivalled levels of technical expertise through an understanding of the business environment in which they work. The primary value of this role is to facilitate all aspects of remote and on-site solution support, advice, and consultation from fault resolution to system enhancements. As the first point of contact, the role necessitates a professional manner and technical talent to reassure the client whilst demonstrating an uncompromising level of commitment to resolving the issues within the timeframe of the Service Level Agreement. Delivery is key to the support role and should be an obsession for both internal and external clients.

MAIN ACTIVITIES

• Ensuring all ticket meta data is captured and entered accurately in the ticketing system to reflect the actual nature of the issue.
• Delivering exceptional service in response to requests and queries of all issues impacting our client’s business.
• Responding to all client e-mails, web portal requests, and phone calls in a timely and professional manner ensuring regular updates are provided.
• Ticket queue management, ensuring all relevant information is captured to determine correct priority and allow smooth progression of cases.
• Reacting to monitoring alerts to determine if genuine or false. Engaging with clients to investigate as appropriate.
• Reviewing scheduled maintenance windows from third parties, and ensuring relevant clients and team are updated accordingly.
• Engaging with third parties and vendors to raise, chase, and monitor cases.
• Maintaining ownership of assigned requests through to resolution, escalating either internally or externally as appropriate.
• Working as a team to ensure the shared queue is managed and assisting the other TA’s with their tasks when required.
• Ensuring best practice is demonstrated throughout the team.
• Ensuring all SLAs are consistently met; prioritise requests to ensure client satisfaction in line with expectations.
• Advising clients on technical requirements.
• Ensuring accuracy and quality of work and encouraging innovative action.

The Junior Tech Support Engineer should be escalating to Senior Engineers and Support Leaders when required.

QUALITIES

• Demonstrating excellent communication and interpersonal skills to interact with clients.
• Having the ability to work under pressure, outside of comfort zone, with a ‘can-do’ attitude.
• Demonstrate time management, expectation setting, and organisational skills.
• Demonstrate flexibility, resilience, and initiative.
• Having the ability to approach problem-solving in a clear and concise manner.
• Having a positive approach to teamwork, with a willingness to learn and share knowledge.
• Having the ability to use your initiative when necessary but also able to seek assistance, especially when starting off.
• As you develop through this tier you should become more confident in handling queries independently.

KNOWLEDGE

• Demonstrating the understanding of Cisco technologies used by our clients and be capable of supporting these.
• Developing and progressing technical knowledge and skill in line with our chosen technologies and support of these solutions to our clients.
• Being able to understand the dynamics of the support business and the need to achieve consistent SLA targets.
• Being able to understand and articulate the technologies we implement and support in our portfolio.
• Basic networking skills based around CCNA R&S.
• During your time as Junior Tech Support Engineer, you should be familiarising yourself with all technologies, and using this time to consider which area(s) you want to focus on as a specialism.
• Being able to handle basic MACs.
• Performing 1st level checks for monitoring alerts.
• Managing Provider high severity incidents.
• Alerts Management Scheduled Maintenance alerts as per defined process.
• Familiarity with Cisco and partner support tools and portals that are used to support client solutions.

BENEFITS

Natilik offers a series of benefits and perks designed to support your personal and professional growth, while fostering a thriving and rewarding work environment. We recognise the importance of contributing to our people's well-being, job satisfaction, and work-life balance and remain committed to doing so. This is why we offer:

• 25 days annual leave (+ bank holidays) rising with tenure.
• Quarterly Awards and Bonuses.
• Flexible Working Policy.
• Access to Financial Wellness support.
• Industry-leading home working and mobility technology.
• Private Medical Insurance.
• Company shares (available after One year tenure).
• Access to EAP scheme for you and your household.
• Vehicle lease salary sacrifice scheme (available after One year tenure).
• Cycle to Work Scheme.
• Enhanced parental leave.
• Access to funding for additional qualifications and courses.