Service Support Engineer/East Midlands

Service Support Engineer/East Midlands

A Cisco based client in the East Midlands required an IP Network Engineer to join the team due to expansion.

Job Overview

The business critical nature of the services we offer and the geographic spread of our customers means that we operate a 24 x 7 x 365 service desk manned by the Customer Service team. This group is supported by engineering who provide the skills to resolve in- depth technical issues.

Job Description

  • Provide telephone technical assistance to customers and internal users.
  • Answer help desk support calls in a timely and professional manner showing a firm commitment and urgency in resolving customer issues. Remain customer focussed at all times and handle difficult situations with care whilst remaining calm.
  • Monitoring Alerts.
  • Ensure that all monitoring alerts are dealt with in a timely manner, ensuring the customer is updated, tickets raised and initial diagnostics completed.
  • Keep all support tickets, records and communications recorded in support software.
  • Ensure all support calls follow the relevant procedures and that customers are kept up-to-date with all outstanding tickets on a regular basis. Adhere to internal escalation procedures when necessary to alert to potential problems.
  • Flexible working hours.

Working within daytime shifts to help cover the Service Desk which operates: Mon-Fri: 8.00-18.00, Bank holidays and OOH remote on call support.

Knowledge required:

  • Knowledge of networking and Internet services with experience of Linux operating system
  • Client/Server operating systems.
  • Excellent communications skills and telephone manner.
  • Ability to accept responsibility and work as a team member.
  • The ability to work to performance targets.


The client in questions are in exciting times at the moment with new clients coming on board, new developments to the core network and a phase of recruitment that will add to the already outstanding quality of staff.

If this sounds of interest or you would like to find out more information then please get in touch.

The role is within easy commutable distance of the likes of Leicestershire, Nottinghamshire, South Yorkshire and Cambridgeshire with good road links.

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