1st Line Network Technician

Exponential-e

Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.

We’re a company of innovators who think big and achieve bigger! Our people are crucial to the continuing success of our company. From our CEO to our new Graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do.

24/7 Shifts - 2 days (7am - 7pm), followed by 2 nights (7pm - 7am), followed by 4 days off

Overall purpose of the job

Day to day running of the Service Desk providing client support with a focus on providing a high level of customer service.

Key responsibilities for this job

First line support handling customer enquiries and support issues using our ticketing system

Proactive network monitoring of alarms and traps for our customers via our monitoring tools

Troubleshooting circuit faults and working with carriers to achieve fault resolution

Driving fault resolution to ensure SLA’s are not breached

Ensure issues are handled effectively by following our SLA Guidelines

Escalation of faults/outages in accordance with Exponential-e procedures

Taking immediate corrective action to restore services

Maintain professional working relationships with customers, suppliers and work colleagues

Creating incident reports/notifications for customer distribution

Any other fair and reasonable task or duty assigned to you by your Manager, or other senior Exponential-e Ltd staff member

Knowledge and experience required

Passion for working in the networking field and eager to learn and progress.

Experience of working within a customer focused role.

Knowledge of CompTIA Networking, JNCIA or CCNA certification.

Excellent verbal and written communication skills with a professional phone manner

Flexible approach with the ability to work effectively under pressure.

Ability to work in a team with little supervision using own initiative.

Responsible and willingness to take ownership of critical faults.

Positive and professional attitude.

Our People

Our people are what makes Exponential-e Group the company it is today. This year’s employee survey highlighted that 81% of employees who took the survey, would recommend a friend to work for our organisation.

Learning and development are fundamental parts of daily life at Exponential-e. From their first day at the company, everyone is provided ample opportunities to develop their skills and broaden their horizons, with our own L&D team running a range of bespoke courses, based on the latest innovations and challenges across the digital landscape.

Exponential-e Group is committed to providing equal opportunities in employment and treating all employees with respect and dignity. The company respects and values the diversity of its staff, striving to maintain an environment where there is opportunity for everyone to feel valued, their talents to be utilised and for both personal and organisational aspirations to be met. Every employee plays a vital role in helping to create an inclusive working environment by understanding and harnessing difference in a positive way.