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Senior Technical Service Analyst

Job Title: Senior Technical Service Analyst
Location: Telford
Contract Type: Permanent
Sector: Telecommunications
Salary: Up to £28,000

Senior Technical Service Analyst – Permanent – Up to £28,000

I am looking for a talented technical service representative to join my clients team utilising problem-solving skills in an exciting and fast-paced environment whilst providing exceptional customer service that is the foundation of my clients’ company. You will be following ISO and ITIL practices supporting their partners during troubleshooting activities as well as interacting and coordinating contractors and suppliers to see incidents through to closure.

• Telephone and email support for all solutions services and any other identified services, offering advice and guidance regarding LAN infrastructure should this be required, logging of all issues on internal systems;
• Undertake basic data centre management duties, such as providing remote hands assistance for customer equipment, schedule customer visits into the data centres, and scheduling maintenance windows with customers as required;
• Communicate with 3rd parties including fault logging;
• Provide second line VoIP support to the first line team and to other departments as required;
• Undertake basic levels of firewall management and customer firewall consultancy;
• Collaborate with other Support and Systems teams to achieve fault resolution, ensuring communication is maintained with all interested parties. Ensure that any issues are handed over to the appropriate team for out of hours continuation;
• Undertake and co-ordinate a major incident role in the event of a network incident, including providing customer updates on noc.enta.net and provide incident reports to customers as required;
• Provide cover undertaking customer router installs when required;
• Proactively contact Premier customers to ensure communication is of a high standard, advising of potential faults, planned engineering, and risks to service;
• Support and mentor 1st Line team members, providing training and documentation where appropriate;
• Act as point of technical reference for customer and internal departments;
• To provide support during out of hours as per your contract and when scheduled to maintain the quality of customer service;
• Keep up to date with knowledge of the company’s service and product portfolio;

Knowledge & Experience:
• Experience dealing and working with customers
• Broad knowledge of technology / telecoms sector and competitor awareness
• Sound knowledge of networking principles
• Experience of Windows operating systems
• Cisco Routers, Switches
• Experience of MAC OS
• 12 months service desk experience in the telecoms industry
• Experience of dealing with Internet Services including DSL, Domain hosting, email and VoIP
• Experience of basic firewall management
• Previous undertaking of data centre management duties
• Experience of training staff and creation of training documentation

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