This listing was posted on The Resumator.
Associate IT Engineer (Graduate/Entry Level)
Location:
Luton, Beds
Description:
This is an office based position, 5 days per week in Luton Introduction: Thrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon “next generation” services help us stand out amongst our peers. Thrive is on the look-out for individuals who don’t view their weekdays spent at “a job”, but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you’re attracted to a “work hard, play hard” environment, seeking the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!! Position Summary: At Thrive, a TAC Analyst will have responsibility for remote client support, as well as the potential for infrequent onsite support, including heavy interaction with end-users in diverse computing environments. Thrive is looking to hire individuals who demonstrate technical proficiency, have strong verbal and written communication skills and have the desire to learn and be involved in all aspects of IT. A TAC Analyst will be taking escalation tickets from Technical Support Engineers as well as maintaining communication with the client throughout the technical troubleshooting process. Primary Responsibilities after completing training: Ability to handle diverse computing environments in a wide cross section of business clients. Including but not limited to Analyze and document an unfamiliar client / server network environment while assessing the quickest path to resolution Perform analysis of networking incidents and consistently demonstrate the ability to determine the cause Perform analysis of Unified Communications systems and consistently demonstrate the ability to determine the cause Provide consulting to clients on certain applications, Thrives’ best practices, and general computing processes Sets client expectations appropriately throughout the troubleshooting process Utilizes appropriate software utilities, Thrives’ Protect software, and vendor or application specific tools to provide fastest resolution of customer incidents. Monitor the service desk service board for escalated service tickets Prioritize tickets escalated from Technical Support Engineers Ensure that open service tickets are escalated and addressed appropriately from Technical Support Engineers Follow Thrive’s best practices for escalating tickets from Technical Support Engineers Escalate when necessary to next level engineer for further review/troubleshooting Communicate steps taken during troubleshooting and resolutions through clear non-technical communication, or by utilizing the appropriate level of technical jargon Demonstrate the correct level of urgency while resolving client incidents Resolution of incidents related to, but not limited to the following: Firewall Issues including but not limited to SSLVPN, Site to Site VPN, Access Rules Monitor and maintain client network performance regarding their LANs, WANs, and wireless networks, including routers, firewalls, and switches technologies. Troubleshoot problem areas as needed. Maintain accuracy on client documentation Monitor and test network performance and provide network performance statistics and reports. Updating network equipment to the latest firmware release Qualifications: Basic: Bachelor’s Degree, Technical Degree or equivalent work experience Excellent problem solver; able to prioritize and coordinate between tasks Self-motivated, has ability to work independently and in a team environment Excellent written and oral communication skills Ability to articulate technical information and convey to non-technical people Excellent customer service skills Ability to follow previously documented process while notifying management of variables that have not been clarified Is available to work after hours when necessary or for on call rotation if applicable Must be able to work effectively in a team environment as well as alone Preferred: Experience designing network architectures inclusive of LAN/WAN networking Experience troubleshooting network configuration and hardware issues Knowledge and experience with infrastructure/network technologies CompTIA Network+ NSE 4 CCNA Powered by JazzHR
Company:
Thrive Networks
Posted:
May 9 on The Resumator
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