Enterprise Service Desk Engineer in Rochdale

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 technologies; 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.
• Maintaining and developing own knowledge and skills to assist with first time fault resolution.
• Identifying and escalating repeat issues or service risks into service management teams.
• Sharing knowledge with team colleagues.
• Managing a number of scheduled tasks for customers, designed to ensure that the customers' 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 Conception 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.
• Salary sacrifice Pension – minimum 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.