The¬†IntraLAN¬†company invites¬†Technical Support Engineer (English, IT)¬†to¬†join our large international team.¬†IntraLAN¬†provides the very best IT, Telecoms and Internet services for businesses, delivered by¬†a¬†team of¬†professional Engineers and Account Managers since 1995.
IntraLAN¬†(www.intralan.co.uk)is 40 strong team of¬†Telecoms and¬†IT specialists, Microsoft Gold Partner, IBM Registered Business Partner, Avaya, Splicecom, CISCO, Zyxel, Acronis and¬†HP accredited/approved resellers, Mobile Network partners with: EE, Vodafone, O2, 3
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- As¬†part of¬†a¬†team of¬†17 engineers you will be¬†required to¬†help support and maintain computer networks at¬†all levels;
- To¬†provide a¬†friendly and professional service to¬†our customers at¬†all times;
- Monitor and maintain our DSL monitoring system;
- Monitor and maintain our server and workstation monitoring system;
- Report on¬†and resolve faults reported by¬†the Solarwinds monitoring system;
- Answer technical calls from customers and log the cases in¬†Autotask;
- Provide 1st line technical support to¬†the¬†IT and Telecoms customer bases;
- Accurately record and maintain Autotask tickets when dealing with incidents and queries raised by¬†customers;
- Maintain SLAs on¬†support tickets ensuring that customer problems are resolved to¬†a¬†satisfactory conclusion or¬†escalated to¬†the correct team;
- Pass cases that require 2nd/3rd line support to¬†the Tier 2 Helpdesk Engineering team;
- Maintain a¬†professional and helpful telephone manner;
- Out of¬†hours/on-call cover as¬†part of¬†a¬†team rota;
- Supported technologies include Microsoft Server, Exchange, Office 365, Cisco Meraki and Zyxel firewalls, Solarwinds, and Sophos Anti-virus.