2nd Line Network Engineer

  • Job ref:


  • Location:

    Cardiff, Wales

  • Sector:


  • Job type:


  • Salary:

    Up to £20 per hour

  • Contact:

    Luke Horner

  • Email:

  • Published:

    6 months ago

  • Duration:

    6 months

  • Start date:


2nd Line Network Service Desk Analyst

Contract: 6 months+
Rate: £20 per hour - 8am-5pm
Location: Cardiff (No remote working available)

Job Dimensions
Provides Monday-Friday day coverage across data technologies for PSBA contract. Raising & progressing faults/issues via the fault management system, engaging support teams as required. Updating/liaising with customer/users as required. The individual will be responsible for providing professional technical customer service utilising appropriate tools resolving incidents in timely and professional manner.

What you'll be doing - your accountabilities
* Highly professional customer service interactions
* Create and maintain knowledge management
* Close the loop with escalations and complaints
* Complete up to 2nd line diagnostics including but not exclusive to router diagnostics
* Provide SME function for customers and customer solutions
* Perform technical diagnostics and resolve incidents at first point of contact where possible
* Train members of the team on new products/services
* Lead role on products/services, providing high level of technical expertise to customers both internal/external
* Undertake personal training and development in line with departmental needs and in line with Personal Development Plan agreed with Line Manager

The skills you need
* Excellent communication skills - Verbal/Written
* Excellent customer service skills
* Excellent IT literacy
* Capability to achieve Cisco CCENT level accreditation or equivalent
* Ability to resolve issues in a timely fashion but also to update knowledge/questions for the rest of the team
* Proactively manage customer interactions and escalate as appropriate
* Own and resolve of complex customer issues with little management support
* Display role model behaviours within the roles and responsibilities of your role