Network Engineer

Are you an engineering rockstar who wants to be appreciated for your hard work? Do you want to be part of a growing company that pays the living wage instead of a minimum wage? Would you like official, accredited training in the technologies you would be supporting? If so, please read on.

Your key responsibilities

You would…..

  • Be responsible for handling support of service requests which relate to all technology including; workstations, servers, printers, networks, VoiP, and vendor specific hardware and software.
  • Resolve all client’s technical issues promptly and effectively striving for a high first time fix rate.
  • Keep clients informed of incident progress, notifying them of impending changes or agreed outages.
  • Prioritise and manage multiple tickets at any one time based on priority.
  • Communicate with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
  • Ensure high customer service, perception and satisfaction.
  • Build a good rapport with all our clients.
  • Responsible for entering time into ConnectWise as it occurs.
  • Enter all work as service tickets into ConnectWise.
  • Fast turnaround of customer requests (Time To Resolution).
  • Ensuring that the Team Lead is aware of any issues which could prevent a service ticket being delivered as promised.
  • Identifying recurring incidents highlighting these to the Team Lead.
  • Constantly seeking ways to improve consistent delivery of service.
  • Ensure a good working relationship and rapport with other staff members.
  • Accurately log all service tickets and time spent.

Product Knowledge

  • Proven helpdesk Experience
  • Active Directory
  • Windows operating systems, all current versions
  • Microsoft Office, all current versions
  • Connectivity including routers, hardware firewalls and firewall security (SonicWALL training will be given)
  • Knowledge of other common applications such as Java, Adobe reader.
  • Be able to upgrade PCs and Servers with RAM chips and various internal parts.
  • Be capable of carrying computers and monitors
  • Understanding of VoIP at the very least (Vendor training will be given)

Your capabilities

You must….

  • Have good analytical and problem-solving skills
  • Have the ability to think logically and troubleshoot accordingly
  • Have the ability See issues through to completion
  • Be polite and patient with clients at all times
  • Exude a friendly presence and helpful attitude
  • Have good interpersonal skills and able to work well with others
  • Have excellent verbal and written skills
  • Maintain a professional demeanour at all times
  • Have the ability to visualise a problem or situation and think abstractly to solve it
  • Have the ability to handle constantly changing work pressures
  • Have the ability to remain productive during slow times
  • Be able to multitask effectively during busy times
  • Exercise patience and professionalism during stressful situations.
  • Ability to work responsibly without direct supervision
  • Be enthusiastic and willing to work overtime when required