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Service Desk Technician

The Service Desk Technician function will interface with our customers Service Desk directly, own Incidents, Problem tickets and Service Requests on behalf of the Network Services tower end-to-end. You will be working with both the customer and other vendors where required to resolve. If you are unable to resolve the ticket, then you can escalate to the 2nd Line Engineers onsite when and where required.

Operating hours are Mon-Fri from 08:00 until18:00 supported by the CSOC Team 24x7x365.

  • The hours are covered by way of a spit day shift,
    • Early shift – 08:00-16:30
    • Late shift – 09:30-18:00

Basic Competence & Core Responsibilities

  • Operational Life Cycles; incident, change, problem management
  • Service Request fulfilment
  • Advanced Network and Voice Troubleshooting ability
  • Advanced Administrative ability
  • Physical network patching
  • Network device software updates
  • Advance desk side assistance for Voice services
  • Remedy ITSM
  • Exceptional communication ability
  • SLA management
  • Reporting and Analysis
  • Data Manipulation
  • Cisco Switching and Routing at a basic level

Mandatory Understanding Technology Areas/ Products (Required)

  • Applicant MUST have a valid Cisco CCNA
  • WAN Technologies (DSL/MPLS/FTTC)
  • Cisco Routers & Switches
  • Meraki and Cisco Access Points
  • Cisco Call Manager 10/ UCCE & UCCX/ARC/Unity

Advanced Understanding Technology Areas/ Products

  • (Optio Citrix
  • Cisco Cloud Web Security
  • Routing Protocols (BGP/EIGRP/OSPF)
  • Cisco Any Connect
  • Class of Service/ Quality of Service
  • Virtual Server/Appliance architecture
  • Call Recording Technology (Calabrio)nal/ Advantageous)

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Stratford upon Avon
NFUM Head Office, Tiddington Road, Stratford upon Avon, Warwickshire, England, CV37 7BJ
  • Salary:
  • Professional community:
    Customer Service & Support
  • Location:
    Stratford upon Avon
  • Working Hours:
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