1st / 2nd Line Technical Helpdesk - Service Desk Broadband, Firewall & Network Support Engineer
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1st / 2nd Line Technical Helpdesk Support Engineer required to join a busy IT Network Service Desk to troubleshoot Broadband, Networking and Firewall issues for external customers for a well-established Company based in Borehamwood, Hertfordshire.
SALARY: £21,000 - £26,000 + Benefits + Ongoing Training & Development
** All Levels of Experience Considered **
** Full & Ongoing Training Provided **
IS THIS YOU?
Do you currently work as a Second Line Network Engineer or currently work on a busy Service Desk in a First Line Support role and looking to progress to a Second Line position?
If you have some first line technical support experience and want to join a company where you can have an opportunity progress into a second line role or have good second line experience and want to work with some cutting-edge technology then this job could be ideal for you!
PLEASE NOTE: Candidates must live within a 40-minute commute to Borehamwood and be legally entitled to work in the UK at the time of application.
JOB OVERVIEW
We have a fantastic new job opportunity for a 1st / 2nd Line Technical Helpdesk / Service Desk Support Engineer that has previous experience supporting broadband, networking and firewall technologies.
Working as the 1st / 2nd Line Technical Helpdesk / Service Desk Support Engineer you will be office based and will support and troubleshoot Broadband, Network and Firewall issues for external customers over the Telephone, Email and using Remote Access.
As a successful candidate, you will have a great chance to develop your career within this sector and join a well-established Company that offers ongoing training and development.
APPLY TODAY
If this job looks like your ideal position then please send in your CV as soon as possible for our Recruitment Team to review.
DUTIES
Your duties and responsibilities as the 1st / 2nd Line Technical Helpdesk / Service Desk Broadband, Network and Firewall Support Engineer:
Take ownership of customers issues, ensuring they are resolved in a timely manner
Provide first line technical support to advanced products such as IPPBX, and key advanced Networking products; answering support queries on the telephone, and responding to support Email queries
Assist the first line support team by being their point of escalation and providing help and advice to resolve queries
Escalate more complex problems to the appropriate 3rd Line Support Teams in line with escalation procedures. Owning the incident and ensuring its timely resolution
Maintain a high degree of customer service for all support queries, and adhering to all Standard Operating Procedures
Log all answered calls on the call logging system
Respond to Email queries from customers in a timely manner
Provide pre-sales technical support to customers, and internal sales teams
Process product returns received in the Service Centre, dealing with queries and ensuring product repairs are carried out in line with established procedures, and items are returned to customers in a timely manner in accordance with established procedures, this will be in a backing up capacity
Carry out product testing as directed by the Technical Support Manager
Identify and write product FAQ documents to publish on the Company’s web site
IDEAL CANDIDATE REQUIREMENTS
Skills and experience required for the 1st / 2nd Line Technical Helpdesk / Service Desk Broadband, Network and Firewall Support Engineer:
Either previous experience supporting Users with Broadband, Networking and Firewall issues or some knowledge with these technologies and a desire to develop your career within this sector
Must have excellent written and verbal communications skills as most of your work involves speaking to customers on the telephone, or responding to Emails by writing technical instructions
You should be customer service orientated, polite, thoughtful and courteous with a professional telephone manner
Excellent understanding of the technical fundamentals of Ethernet and Routing principles including TCP/IP, ADSL Modems, Wireless Routers, LAN / WAN, VoIP, VPN and other networking protocols
A very good working knowledge of PC’s, and operating systems, knowledge of MAC’s would be advantageous, as would Linux experience
TECHNICAL SKILLS
TCP/IP, IPv4, DNS, DHCP, SNMP, FTP
IPv6, Any skills advantageous
VPN, IPSec, PPTP, L2TP
Routing, ADSL, VDSL, VPN, QoS, failover, load balancing
VoIP, IPPBX, SIP, RTP, 3G, ISDN, PSTN, codecs
Ethernet switching, Gigabit, multicast, VLAN, PoE, QoS
Wireless Networking, IEEE 802.11bgn, WPA, SSID, WDS, WPS, dual band
Web Content Filtering
HOW TO APPLY
To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.
PLEASE NOTE: CVs MUST be attached to your email job application in Microsoft Word or PDF format for our systems to process your application correctly, rather than your CV copied and pasted into the body of the email.
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