Vacancies
Job Description
Based TBA but may include being office-based (Italik or client) with the potential for travel to other sites.
Job Description
Objectives
- Provide a point of contact to Italik clients primarily onsite but also remotely for network support
- Work as part of a team to deliver networking support for our clients
- Assist with project work as required under the guidance of the Project Manager
- Ensure clients are provided with quality support and participate in assigned project deliverables as required
Responsibilities
- To provide 2nd and 3rd line technical support to clients, answering support queries via phone, email and in-person in a professional manner
- Ensure the provision of appropriate documentation
- Ensure that requests for assistance are correctly logged, assigned, and responded to promptly and following agreed guidelines and procedures, using the intended systems
- Respond to escalated, complex, and high-impact client calls in a timely way, ensuring that escalation procedures are adhered to
- Achieve excellent client service relationships, both internal and external, by the confident use of good communication techniques
- Implement suitable fixes and workaround solutions to analyse problems following approved change processes, monitor progress, and keep clients informed
- Update Service Desk help tickets and knowledgebase with analysis findings and results
- Visit client sites as and when required to facilitate problem resolution
- Maintain client confidence and protect Italik and client operations by keeping information confidential
- On-going proactively identify any area of improvement to improve performance, resilience, or functionality of client infrastructures
- Carry out regular housekeeping activities
- Preventative maintenance through system monitoring
- Attend training to develop relevant knowledge and skills
Skills and Expertise
Essential
- 5 Years’ experience of Cisco networking technologies
- Good working knowledge of Cisco security technologies
- Good working knowledge of standard network protocols
- Practical analytical and problem determination skills
- Good verbal and written communication skills
- Ability to work on own initiative, to deadlines and under pressure
- Accuracy and attention to detail
- Good timekeeping
- Car Owner with full driving license, willingness to drive to alternate locations
Desirable
- Cisco CCNA / CCNP
- Experience of other vendor networking technologies
- Basic Windows server networking knowledge
Reasons to work at Italik:
- A small company with a strong personality
- Transparent company
- Quickly recognises skills & potential in staff
- Understanding and approachable
- Permanent health insurance
- Death in service
- Free parking
- Company bonus*
- Professional IT training
- Annual leave increases over the years