1st Line Technical Support Analyst CISCO HP Micorsoft LAN MCP
Imperative People - Burgess

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1st Line Technical Support , 1st Line Help Desk, CISCO Microsoft WAN LAN Servers DeskTops MCP CENT CCNA

Major UK and international provider of managed and professional network services, as well as being one of the largest distributors of BT products and services. They build, manage and support IP-based solutions for networking, unified communications, WAN infrastructure, mobility, security and disaster recovery.Job Purpose

To remotely, manage and monitor global client networks. This will include handling through to resolution level 1 and some level 2 technical incidents, alongside providing proactive monitoring for our clients and providing a 1st line telephony reporting facility for all Service Desk customers

To support managed services including BT IP networks; Cisco hardware devices; HP hardware devices; and Microsoft operating system environments. Services must be delivered with high levels of customer service skills and a customer satisfaction.

Activities, Duties and Key Tasks
  • Work within a multi-disciplinary technical team.
  • First point of contact with the ServiceDesk for client telephony calls
  • Receiving and owning issues; enquiries and change requests for support from clients and prioritise these requests accordingly.
  • Performing a proactive role in monitoring systems.
  • Manage the escalation to 2nd Line Support for all relevant Customer reported incidents.
  • Utilise prescribed software and tools to manage the progress of a fault/incident from inception/alert through to successful resolution and closure, including post-incident documentation and reporting.
  • Perform basic troubleshooting and diagnosis for all issues using the technical resources and managements and monitoring tools available.
  • Ensuring Incident Management procedures are followed.
  • Accurate and relevant logging of all customer requests and incidents using the SAS Network Operations ticketing system.
  • Attempting to resolve user issues before they require escalating.
  • Carry out all operational tasks and duties as defined within existing Operational Procedures and Service Level Agreements.
  • Liaison with 3rd parties, customers and site providers to ensure completion of tasks.
  • Performing administration tasks for various applications
  • Ensuring that all processes are followed and all issues are owned through to resolution
  • Undertaking all other reasonable requests/ tasks that may be required of the post as directed by Line Manager.
Person Specification

Qualifications Required
Computing or ICT qualification. Essential
Cisco Technical Accreditation Desirable
Microsoft Technical Accreditation - MCSA; MCSE Desirable

Technical Requirements
  • Practical knowledge of WAN\LAN technologies and BT products, including routers, switches, firewalls.
  • Knowledge and experience of a Microsoft Windows Server environment.
1st Line Technical Support , 1st Line Help Desk, CISCO Microsoft WAN LAN Servers DeskTops MCP CENT CCNA

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