Description
KEY PURPOSE OF ROLE:The provision of telephone advice and remote assistance as required to contracted customers in the Managed Services Support Centre other internal environments.
BASIC FUNCTION:
- To ensure that service requests and incidents are responded to in line with the contracted SLA (Service Level Agreements) and escalation parameters
- Maintain a professional level of understanding of multi-user and network operating systems and the most commonly used office software application packages identified as being supported.
- Provide an effective, professional response and solution(s) to reported problems, including the proficient diagnosis and repair of complex network and multi-user computer system faults
- Provide technical assistance and training as and when requested, by Line Management to internal and external customers
- Understand and adhere to all aspects of customer (including Internal Systems) procedures
- Ensure that all requests and work undertaken is logged and maintained effectively throughout the lifecycle of the incident
- Communicate in all instances in an effective, clear, concise and professional manner with Customer service being paramount
- Disseminate technical updates to other members of the Managed Service Support Centre as required
- Provide reports as necessary
- Participate in project, standby and other chargeable activities as required
REQUIRED EXPERIENCE:
- Sound technical knowledge of various CISCO Router & switch solutions.
- Experience in supporting Routing, Switching, security and wireless solutions.
- Good customer skills
- Have a proven track record of supporting Cisco solutions.
ESSENTIAL TECHNICAL SKILLS/KNOWLEDGE:
- Cisco routers and switches
- Major Network protocols (Layer 2 & 3)
- Third-party Firewall knowledge (Cisco PIX ASA and Check Point desirable)
- Cisco CCNP level
- VPN Technologies (Cisco)
- Wireless
APPLICATION DETAILS:
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