1st line Technical Support Analyst
"1st line" cisco ccna "service desk " help desk" "technical support" 1st line Technical Support Analysts x 4 for a major UK managed services provider Up to £17k base (plus additional 30% shift allowance for night shifts where appropriate) plus bonus and benefits Exeter As a Technical Support Analyst you will provide 1st Line Technical Support to customers, both internal and external, across a portfolio of products in line with agreed SLAs. You will work in collaboration and support other technical departments/groups This role would involve working in shift arrangements,. Your key accountabilities in this role would include: - In conjunction with the customer, service provider(s), and colleagues, undertake detailed diagnostic and troubleshooting routines. - Own incidents to resolution or, where unable to resolve, escalate to the correct senior team. - Provide exceptional customer service through proactive management of customer faults within Service Level Agreements - Ensure all ticket queues are managed in line with quantitative and qualitative objectives of providing exceptional customer service through Technical Support - Adhere to all appropriate processes and procedures e.g. Incident Management, Complaints Management You will ideally have: - Comprehensive understanding of the Internet and related protocols: TCP/IP, WAN Switching, VPN, DSL topology - Good understanding of Computer Operating Systems, Computer Networks and Internet Related Software - Good experience of working in a Unix/Microsoft environment. - Strong trouble-shooting/diagnostic and analytical skills - Good standard of Maths & English - Formal training/qualification in Data Networks and/or Cisco Systems In addition to your base salary you will also receive a shift allowance and a competitive benefits package.