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