At a Glance
- Tasks: Be the first point of contact for customers, resolving issues and providing top-notch support.
- Company: Join Zen, a diverse and inclusive workplace that values individuality.
- Benefits: Enjoy 25 days annual leave, private healthcare, and flexible working options.
- Other info: Opportunities for continuous learning and career growth in a supportive environment.
- Why this job: Make a real impact by helping customers and developing your tech skills.
- Qualifications: Understanding of networking principles and willingness to learn.
The predicted salary is between 30000 - 40000 € per year.
Here at Zen, your gender, race, ethnicity, neurodiversity, disability, sexuality, subculture, size, introversion, extraversion, family background and everything else that shapes you does matter to us. Because they matter to you and are part of who you are. We're interested in you as an individual and here you'll find opportunities to develop, be recognised and hopefully enjoy yourself along the way. So don't hold back, there is a warm welcome for everyone at Zen and we look forward to meeting you. We are always happy for you to enquire about part-time, flexible working or reasonable adjustments, and we will support wherever possible. So please feel free to discuss your preferences as part of the recruitment process.
As Service Desk Engineer, you will act as the first point of contact for Corporate & Mid-market customers contacting Zen to report issues and faults relating to their service. The primary objective of the role is to provide first-time resolution. This will be achieved by troubleshooting, diagnosing and resolving problems at the first point of contact and/or escalating the fault to one of our 2nd line specialist teams to investigate and resolve. Throughout this process, you will remain the single point of contact with the customer, maintaining ownership of the original fault and acting as the main point of contact between the customer and Zen, providing timely updates and ensuring the fault is given the correct level of priority and attention. This is a demanding support position which calls for excellent customer-service skills, the ability to articulate solutions clearly and confidently to end users, and a high degree of technical knowledge across a broad range of technologies and products including firewalls and/or WAN (wide area networks) technologies and multiple different types of connectivity (e.g. Leased Lines, EFM, xDSL, FTTC).
What You'll Do
- Dealing with incoming incidents in a professional, courteous manner over the phone and via email
- Taking ownership of incidents and managing them in a logical and methodical manner
- Correctly logging incidents, problems and faults, categorising and prioritising them in line with team procedures
- Conducting full and thorough diagnostics with end users to enable first point of contact incident resolution
- Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate
- Managing incidents (including faults) through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
- Diagnosing and resolving problems to the customer’s satisfaction
- Maintain and develop own knowledge and skills to assist with first-time fault resolution
- Identify and elevate repeat issues or service risks into service management teams
- Sharing knowledge with team colleagues
- Manage a number of scheduled tasks for customers, designed to ensure that the customer’s systems remain operational
- Out-of-hours and/or on-call working is periodically required
What You'll Bring
- Must be able to demonstrate an understanding of networking principles and WAN technology
- Must meet at least one of the 3 options below (all 3 would be an advantage) but be willing to work towards the others:
- An understanding of router configuration management and be prepared to qualify to Cisco CCNA or equivalent level of knowledge
- An understanding of UTM feature of firewalls e.g. Policy Changes, Web filtering, Application Filtering and be prepared to qualify to FCNSA/NSE4 or equivalent level of knowledge
- A solid working understanding of Hosted Voice solutions and have supported them within a similar managed services environment.
- The ability to liaise and communicate confidently and professionally with customer representatives at all levels
Benefits
- 2 x Life Assurance Cover, with option to flex upwards
- 25 days Annual leave, rising to 30 days with length of service, with the option to purchase up to 5 more.
- Access to private Medical Healthcare and a Healthcare Cash Plan
- An extra day off for your birthday
- Car salary sacrifice scheme
- Continuous learning and development
- Discounted Mobile plans
- Flexible and Hybrid working
- Free onsite parking
- Internal coaching and mentoring opportunities
- Onsite Contemplation and Prayer room
- Onsite Electric Car Charging points
- Optional flexible critical illness cover
- People-friendly policies
- Recognition awards where we celebrate the most awesome people
- Retail discounts
- Salary sacrifice Pension – minimum of 3% Employee contributions for a 5% Employer contribution
- Six monthly salary reviews
- Subsidised Nursery fees
- Subsidised Onsite Restaurant
- Superfast Free Reliable Broadband
- Travel Loan and Ride2Work Schemes
- Two days' paid leave per year for voluntary work
Enterprise Service Desk Engineer in Middleton employer: Zen Internet Ltd
At Zen, we pride ourselves on being an inclusive and supportive employer, where every individual is valued for their unique contributions. As an Enterprise Service Desk Engineer, you'll enjoy a vibrant work culture that prioritises personal growth, with access to continuous learning opportunities and flexible working arrangements. Our comprehensive benefits package, including generous annual leave, private healthcare, and recognition awards, ensures that you feel appreciated and motivated in your role.
StudySmarter Expert Advice🤫
We think this is how you could land Enterprise Service Desk Engineer in Middleton
✨Tip Number 1
Get to know the company culture! Zen values individuality, so do a bit of research on their values and how they support diversity. This will help you connect during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your troubleshooting skills! As a Service Desk Engineer, you'll need to demonstrate your technical knowledge. Set up a mock environment at home to practice diagnosing issues and explaining solutions clearly, just like you would with a customer.
✨Tip Number 3
Be ready to share your experiences! Think of examples where you've successfully resolved issues or provided excellent customer service. This will help you stand out and show that you can handle the demands of the role.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're keen on joining the Zen family. Good luck!
We think you need these skills to ace Enterprise Service Desk Engineer in Middleton
Some tips for your application 🫡
Be Yourself:At StudySmarter, we want to see the real you! Don’t be shy about sharing your unique experiences and perspectives in your application. Remember, it’s all about what makes you, you!
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the role of Enterprise Service Desk Engineer. Show us that you understand the job and how you can contribute to our team!
Show Off Your Skills:Don’t hold back on showcasing your technical knowledge and customer service skills. We love seeing candidates who can articulate their problem-solving abilities clearly and confidently!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the recruitment process!
How to prepare for a job interview at Zen Internet Ltd
✨Know Your Tech
Make sure you brush up on your knowledge of networking principles and WAN technologies. Be ready to discuss router configuration management and UTM features of firewalls, as these are crucial for the role. If you have any certifications like Cisco CCNA or FCNSA/NSE4, be sure to mention them!
✨Customer Service is Key
Since you'll be the first point of contact for customers, practice articulating solutions clearly and confidently. Think of examples from your past experiences where you successfully resolved issues for customers, as this will showcase your excellent customer service skills.
✨Demonstrate Ownership
During the interview, highlight your ability to take ownership of incidents and manage them logically. Share specific instances where you maintained communication with customers throughout the resolution process, ensuring they felt supported and informed.
✨Be Open About Your Needs
Zen values individuality and inclusivity, so don’t hesitate to discuss any preferences you have regarding flexible working or reasonable adjustments. This shows that you’re proactive and comfortable communicating your needs, which is a great trait for a Service Desk Engineer.
