Service Desk Specialist,

Orbital Net; Plymouth; On-site; GBP 23,000 - 28,000; Full time

Job summary

A leading company is seeking a Service Desk Specialist who excels in client services and technical delivery. You will be pivotal in diagnosing complex networking issues and ensuring client satisfaction. With opportunities to expand your knowledge and skills in a collaborative environment, this role promises to enhance your professional journey.

Qualifications

• Previous experience in a technology support role.
• Strong knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VLANs, NAT).
• Hands-on experience troubleshooting products and services.

Responsibilities

• Investigate and resolve technical issues escalated from Service Desk Technicians.
• Monitor network and system performance using diagnostic tools.
• Document all troubleshooting steps, solutions, and resolutions in the knowledge base.

Skills

Client-centric attitude

Problem-solving skills

Communication skills

Education

IT certifications such as CompTIA Network+, CompTIA A+

Tools

Routers

Switches

Firewalls

Job description

Summary

As the Service Desk Specialist, you’ll have predisposition for client services excellence with a passion for technical delivery, being responsible for handling more complex technical issues escalated from Service Desk Technician’s. This role involves diagnosing and resolving networking, VoIP, and connectivity issues, working with specialists to provide excellent client service. The role is critical in ensuring service reliability and client satisfaction.

Key Responsibilities

Client Support & Issue Resolution:

Investigate and resolve technical issues escalated from Service Desk Technicians

Diagnose and troubleshoot networking issues, including but not limited to: Routing, configurations, WiFi, WiMAX, 4G/5G solutions, broadband, leased lines, VoIP, WiMAX and managed services VPNs, and VoIP services

Perform analysis of recurring issues and provide permanent solutions

Assist in the configuration and troubleshooting a wide range of products and services

Work with external vendors, third-party providers, and internal teams to resolve service-affecting issues

Logging of all interactions, incidents and service requests in a detailed manor accurately in the ticketing system

Guide internal and external persons through troubleshooting steps to resolve issues

Escalating more complex issues to relevant teams with detailed information about the case, actions taken to attempt to resolve the issue and their outcomes

Provide detailed technical explanations and guidance to clients regarding cases

Liaise with customers, providing regular updates on resolution progress

Deliver a professional and client-centric approach to all interactions

Network & System Monitoring

Monitor network and system performance using diagnostic tools and respond to alerts proactively

Identify, analyse, and resolve network performance issues affecting client and internal services

Assist in maintaining the integrity and security of networks and systems

Provisioning Services

Assist clients with router and modem setup, basic configurations, and software updates

Explain technical solutions in a clear and customer-friendly manner

Documentation & Process Improvement

Document all troubleshooting steps, solutions, and resolutions in the knowledge base

Contribute to maintain a comprehensive knowledge base of common issues and fixes

Identify areas for process improvement and assist in refining support workflows

Provide feedback on recurring technical issues and suggest where improvements can be made to the support process, solutions and the wider business

Stay updated on new products, services, and industry developments

Collaboration & Training

Work closely with other teams across the business including but not limited to: Finance, Technical Services, Network Operations, Field Engineering and Service Delivery to resolve client issues efficiently

Provide knowledge sharing, cross training, mentoring and guidance ensuring best practices with colleagues to improve overall service quality

Essential

Key Skills & Experience:

Previous experience in a technology support role

Strong knowledge of networking fundamentals (e.g., TCP/IP, DNS, DHCP, VLANs, NAT)

Hands-on experience troubleshooting products and services

Experience working with networking hardware (e.g., routers, switches, firewalls)

Strong problem-solving skills and the ability to work under pressure

Excellent verbal and written communication skills

Ability to document and escalate issues effectively

Natural strong problem-solving skills and ability to work under pressure

Curious personality wanting to understand and build a depth of knowledge

Client-centric attitude with a proactive approach

Ability to follow procedures and escalate without procrastination,

Desirable

Familiarity with configuring routers and modems

Basic understanding of cybersecurity principles

IT certifications such as CompTIA Network+, CompTIA A+, vendor qualifications or equivalent

SALARY IS UPTO £27500