Network Technician - 24/7

Exponential-e; City Of London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A technology solutions company in London is seeking a customer support agent to provide first line support and proactively monitor network issues. Ideal candidates will demonstrate strong communication skills and a passion for networking, with relevant certifications. This role requires effective teamwork and the ability to manage pressure while ensuring service level agreements are upheld.

Qualifications

• Experience in a customer-focused role is required.
• Knowledge of networking certifications preferred.
• Willingness to learn and progress in the networking field.

Responsibilities

• Provide first line support handling customer enquiries.
• Monitor alarms for proactive network support.
• Troubleshoot circuit faults and coordinate with carriers.
• Ensure service level agreements are met.
• Escalate issues according to procedures.
• Create incident reports for customer distribution.

Skills

Customer service focus

Excellent communication skills

Teamwork

Problem-solving

Ability to work under pressure

Education

CompTIA Networking or equivalent certification

JNCIA or CCNA certification

Job description

Hours

24/7 Shift Pattern - 2 Days, 2 Nights and 4 Days off

Overview

Day to day running of the Service Desk providing client support with a focus on providing a high level of customer service.

Responsibilities

• First line support handling customer enquiries and support issues using our ticketing system
• Proactive network monitoring of alarms and traps for our customers via our monitoring tools
• Troubleshooting circuit faults and working with carriers to achieve fault resolution
• Driving fault resolution to ensure SLA s are not breached
• Ensure issues are handled effectively by following our SLA Guidelines
• Escalation of faults/outages in accordance with Exponential-e procedures
• Taking immediate corrective action to restore services
• Maintain professional working relationships with customers, suppliers and work colleagues
• Creating incident reports/notifications for customer distribution
• Any other fair and reasonable task or duty assigned to you by your Manager, or other senior Exponential-e Ltd staff member

Qualifications

• Passion for working in the networking field and eager to learn and progress.
• Experience of working within a customer focused role.
• Knowledge of CompTIA Networking, JNCIA or CCNA certification.
• Excellent verbal and written communication skills with a professional phone manner
• Flexible approach with the ability to work effectively under pressure.
• Ability to work in a team with little supervision using own initiative.
• Responsible and willingness to take ownership of critical faults.
• Positive and professional attitude.