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Service Centre Engineer

  • Salary: Negotiable
  • Job type: Permanent
  • Location: Brighton, East Sussex
  • Sector: Infrastructure & Support
  • Date posted: 04/10/2018
  • Job reference: BBBH89651

Principal Responsibilities

· Follow work Instructions and processes to manage incidents, investigate alerts and carry out change requests
· Investigate and help resolve issues on customer's network and IT estates using agreed troubleshooting methodologies
· Manage support cases to enable fast resolution that exceeds our customers' expectations, escalating as required
· Ensuring accurate recording of all cases using the Company's ticket management tool and closing within agreed timeframes
· Using the central document repository, to ensure knowledge sharing across the team and enable best practice

Key Performance Measures

· Ticket SLAs and KPIs are achieved
· Escalation procedures, policies and working practices are adhered to
· All records relating to Service Requests, Incidents, Problems and Knowledge Management are completed accurately and within agreed timeframe

Requirements

· Cisco CCNA qualification or industry experience with no relevant Cisco qualifications
· Ability to communicate effectively and build relationships to understand client requirements
· Accurate recording of information
· A self-motivated attitude
· Ability to deliver against deadlines and agreed targets
· Ability to work 12 hour night and day shifts on a rotational pattern

Competencies for this Role:

· Customer Service Focus
· Operational Performance
· Team Player
· Planning and Organising
· Response to Change

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