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2nd Line Support Engineer

Posted 4 April by Onecom Easy Apply Featured Ended

2nd Line Support Engineer

Salary: £25k - £30k basic

Location: Whiteley

Hours: Monday - Friday, 8:30am - 5:30pm

Are you looking for an exciting opportunity to work in a great environment with excellent training and development prospects? Why not join Onecom, the UK’s leading Telecommunications Company.

What’s on offer?

A competitive salary, as well as a generous benefits package, of which includes:

  • 20 days holiday increasing to 25 days, plus bank holidays
  • Day off for your birthday
  • Free fruit in the office
  • Up to 12 paid hours a year 'My Time’
  • Vodafone Employee Advantage discount
  • Discount on Samsung products (up to 60%)
  • Discounted gym membership
  • Trade price stock for staff members for all the latest gadgets
  • Annual events including the Christmas Party
  • Quarterly employee reward programme
  • Length of service awards
  • Employee of the year and Employee’s employee of the year
  • Personal and professional development of staff members
  • Enhanced Maternity pay (based on length of service)
  • Pension scheme
  • Cycle to work scheme
  • Eye-care vouchers

The Role

As a 2nd Line Engineer you will be the first point of call to help resolve 2nd line support queries, you will also work closely with the 1st and 3rd line engineers providing a high level of technical support across the Company, both to internal staff and to external customers. The 2nd Line Support Engineer has an innovative approach in problem solving whilst delivering high levels of customer service at all times.

This is an ideal position for someone looking to further their career within a vibrant office environment in the heart of the Solent Business Park and just moments’ walk from the new Whiteley shopping centre.

Main responsibilities:

  • Manage, troubleshoot and provide resolution of service incidents across IT and WAN products and services, including but not limited to:

o Server configuration and support

o Network infrastructure configuration and support

o Desktop installation, configuration and support

o Software installation, configuration and support

o Fixed Line Connectivity

o Data Connectivity Solutions including ADSL, EFM, DIA and Leased Lines

  • Use of remote management solutions to assist with resolving service incidents
  • Travel installation or service incidents (where required)
  • Deliver high levels of customer satisfaction
  • Proactive use of the service boards to ensure workflow is prioritised and in line with customer SLA’s
  • Provide regular communication and support to customers via email, telephone and service tickets
  • Communication with carriers and suppliers to raise and escalate customers’ support queries through to completion
  • Ensure all customer information is tracked and kept up to date on the company system
  • Communication and escalation with carriers and suppliers where required
  • Support, co-ordinate and maintain relationships with internal teams where required
  • Assist with the testing of applications and new technologies
  • Assist with mentoring and training Support engineers
  • Escalation point to 1st line support functions

The successful candidate will possess the following key skills:

  • Good technical knowledge and experience of Customer and Internal IT Environments
  • Good technical understanding of Fixed Line and Data Connectivity Solutions
  • Ability to provide advice to non-technical aware customers (either internally or externally)
  • Experience of supporting customers to SLA’s
  • Knowledge of web servers (IIS) (desirable)
  • Experience of MySQL and MSSQL Databases (desirable)
  • Knowledge of VoIP technologies (desirable)
  • ITIL experience or qualification (desirable)
  • Strong interpersonal and communication skills - verbal and written
  • Outstanding attention to detail and accuracy
  • Adaptability and initiative
  • Ability to work to deadlines and prioritise workload
  • A pro-active approach
  • Enjoy sharing skill-based knowledge and networking
  • Enthusiastic, analytical, creative, innovative and confident
  • Ability to liaise with customers in an empathic and technically effective manner
  • Ability to work as part of a team and contribute to the overall success of both the Service Desk and organisational objectives
  • Puts in a sustained effort to get things right; stays focused on the end result
  • Communicates in an open, candid, complete and consistent manner
  • Ability to engage and earn trust of various teams within the business
  • Is comfortable with adaptation and embraces change in order to deal with frequent changes to process, roles and tasks
  • Has a strong self-awareness and a keen understanding of how to present themselves and interact appropriately and professionally with other members of staff and external customers

This role is office based, and located at our Head Office in Whiteley

About Onecom

Onecom is the UK's Largest Independent Business Telecommunications provider, offering Fixed-Line, Mobile, IT & Broadband solutions to over 300,000 Businesses. Onecom operates 12 offices across the UK and employs over 400 staff.

It is one of the UK's fastest growing technology companies and has been awarded Vodafone Platinum Partner of 2011, 2012, 2013 & 2014 and the Total Communications Partner for 2015, 2016 & 2017 - the highest accolade from the network.

Due to the high volume of applications, we are unable to notify unsuccessful applicants. If you have not been notified of the outcome of your application within four weeks of applying, please assume you have been unsuccessful on this occasion.

Required skills

  • Service Desk
  • Telecommunications
  • 2nd Line
  • Connectivity Solutions
  • Customer Information

Reference: 34820790

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