Service Desk Engineer

Six Degrees is a cloud led managed service provider where everyone is welcome. We work as a collaborative technology partner to businesses making a digital transformation and believe in harnessing a truly diverse and inclusive culture. It’s a great time to join Six Degrees; we’ve just secured Microsoft Azure Expert MSP status and our business is growing and work with a strong and loyal client base across the Private and Public Sectors.

Our goal is to create a culture where different perspectives and experiences are valued, diversity of thought is encouraged and there is fairness and equality of opportunity for all. The Service Desk Team is a core team within the business, it’s the first point of contact for our clients, and is heavily involved in the delivery of timely and effective technical solutions.

The main focus of this role is to deliver first class service, advice and technical support to the customers and clients of Six Degrees, through the highest standards of integrity, efficiency, knowledge and co-operation. Six Degrees is not interested in paying lip-service to diversity and inclusion, and just observing our statutory duties. We work to continually re-affirm our commitment to cultivating a workplace and society that embraces and vigorously defends equity, diversity and inclusion.

This includes all aspects of recruitment and employment - our recruitment and selection processes are open and fair, and we will always consider any reasonable adjustments or flexible working requirements. We are also an active member of the Employers Network for Equality and Inclusion (ENEI) who support us on this journey.

• Take proactive responsibility for client communication during major incidents and provide updates as required by Service Management, and Service Desk Leadership.

• To ensure throughout your own and overall SD ticket lifecycle, that appropriate communication takes place with client and key stakeholders at all times.

• To accurately log and maintain real-time updates for all Service Desk tickets using our Service Management Tool (Service Now).

• Act upon events generated by Six Degrees’ real-time network monitoring system (LogicMonitor). Where relevant, to ensure these incidents are assigned to the appropriate technical resource.

• Monitor progress of tickets, providing the customer/client with feedback and real-time information regarding the progress of the resolution, throughout the lifecycle of the ticket.

Experience

• Data communications understanding and experience in operational environment equivalent to a 1st line faults desk.

• Previous experience working in a SP/ISP/Telco Carrier operational environment.

• Firewalls (Palo Alto / Cisco ASA), Juniper/Cisco Routers Switches - troubleshooting and change requests to live customer solutions.

• CCNA / JNCIA routing and switching experience.

• Exposure to Wifi solutions (Cisco Meraki), LAN switching.

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