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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