Company Description

The successful candidate will be responsible for managing requests with varying complexity for delivering new Customer Premises Equipment for circuits or making changes to existing circuits, whilst simultaneously working closely with Daisy Business Units to provide a technical resource for troubleshooting provisioned customer CPE termination equipment.

Job Description

  • Dispatch and bring live of Customer CPE and Defined OLA’s
  • Provide 2nd line support for customer technical services including monitoring, incidents and appropriate service requests within agreed service hours and to agreed service levels.
  • Establish effective working relationships with key parties from internal stakeholders to external suppliers; encourage stakeholder engagement and drive high quality working relationships.
  • Assist in writing training documents and knowledge articals
  • Work with your manager to manage escalations or complex requests from all sources regarding fulfillment, communicating and engaging other parties (including 3rd parties) as required.
  • Delivering new CPE for circuits / making changes to existing circuits.
  • Troubleshooting complex incidents and service requests.

    • Qualifications

    Experience:

  • CCNA working knowledge and experience required with demonstrable working experience
  • Previous experience of technical support on networking products with the ability to articulate and document work that has been undertaken.
  • Experience in configuring Cisco, Huawei and Juniper routers
  • Strong analytical, problem-solving and conceptual skills
  • Exposure to ITIL best practice and certification in ITIL in foundation is desirable

    • Personal Skills and Qualities:

  • Excellent organisational skills to enable you to prioritise and deliver to tight deadlines
  • A positive, confident and client centric approach to work, with a desire to deliver consistently high quality service
  • Attention to detail
  • Experience in team working to deliver excellent results
  • Excellent verbal and written communication skills
  • Ability to work in a fast-paced office environment

    • Additional Information

    As one of the largest providers of communications and IT across the UK, were passionate about making technology work for our customers. We help our customers make a better business, and a better world.

    We are pleased to be able to play our part in ensuring that everyone can fulfil their potential and realise their aspirations with our commitment to equality, diversity, and inclusion.