First line support analyst 2018-01-09T17:43:49+00:00

First line support analyst

Job overview

Foehn is a next generation communication service provider. Our 18 year heritage lies in managing and implementing systems within mission critical, telco class Data Centres across the entire EMEA region. As such, delivering high standards of service and quality assurance are embedded in Foehn’s DNA.

Our expertise lie in networking and our solutions often involve IP and VOIP communications. We follow a philosophy of recommending and deploying only those cutting edge technologies with proven extensibility, agility and effectiveness for our clients.

We have grown rapidly and built a loyal and varied customer base through a high level of technical expertise, quality of service and a deep understanding of its customers’ business. Systems we design, build and support, match requirements and are delivered on time and to budget.

We are looking for a dedicated, motivated, technically skilled individual to join our Service Delivery team providing day to provide operational support of deployed systems and coach the Service Delivery Engineers (SDEs) to provide first class service to our customers.

Individual’s core activities and responsibilities:

  • Review each case that is opened with the Foehn Service Desk
  • Agree case priority with the customer
  • Categorise case appropriately – Incident, Change, Problem, Question, Sales
  • Communicate appropriate SLA to the customer
  • Allocate case to appropriate Engineer or Sales Account Manager

Experience/qualifications essential for this role:

  • Clear unambiguous communication skills
  • Strong customer service attitude
  • Knowledge of Computing and Communications terminology

Experience/qualifications preferred but not essential for this role:

  • Experience of working in an ITIL environment
  • Understanding of VOIP
  • Knowledge of Asterisk

Most important attributes/personal qualities needed in this person:

  • Communication skills
  • Organisation skills
  • Confident personality – not easily intimidated by customers or engineers
  • Dedication to Service Level performance
  • Customer facing

Career development:

The successful candidate will benefit from working with a technically skilled team in a small and dynamic environment providing exposure to a wide range of technologies and the business operations on a day to day basis. The role provides an excellent opportunity to gain knowledge across a number of sectors and provides the opportunity to be part of a team performing an essential business role.

Ultimately the team will grow in line with the growth of the business widening the successful candidate’s opportunity to progress either technically or operationally within the business.

Salary

Please apply for more details.

To apply please send your CV to [email protected] outlining your relevant experience. All applications will be treated with absolute confidentiality.

Agency Information

Please note: Foehn will not accept speculative CVs from agencies sent to any member of our staff. Any unsolicited CVs received will be considered property of Foehn in the UK. Receipt of a CV does not imply an introduction to Foehn.