Position:

First Line Support Specialist

Location: Remote

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FourNet is expanding our 24/7 operations by establishing a new team of First Line Support Specialists (FLSS).

As people seek more flexible working arrangements, we believe this role, supported by FourNet's work with critical national infrastructure providers, offers an ideal balance between the successful candidate's personal life and a rewarding and important career providing important and quality services to our customers. We are seeking individuals who are self-motivated, dynamic, customer focused and eager to develop their careers in the IT and Communication sectors. The primary objective of the FourNet Operational Support Centre (OSC) is to maintain 100% Service Availability to our customers, and to restore service as quickly as possible when the inevitable happens.
The OSC is available to our customers 24 hours a day, 365 days a year with the FLSS team providing the first point of contact to customers when faults occur. The FLSS will provide an educated and detailed triage service that focuses on identifying the magnitude of the issue and the impact it is having, or likely to have on the service. You will not simply follow a script (we have all spoken to sky or British Gas, with their inane questions), you will be trained on the FourNet portfolio of products and have procedures that have been built by highly skilled engineers with the sole aim of restoring service as soon as possible.

Where the triaging service is unable to resolve the issue, the FLSS will have access to a "live" team of engineers who they can work with to resolve the issue. The FLSS will be expected to manage the issue from inception to completion and will play a role in creating root cause analysis and reason for outage documentation. The FLSS will also manage communication between the customer, the engineers and any other third parties that are involved in the investigation. The FLSS will also carry out important system changes, updates, patches and other fixes as required during their shifts.

Whilst this role is not an apprenticeship or a trainee position, the expectation is that the FLSS team will become the next T2 and T3 engineers.

The FLSS will work a shift pattern covering between 17:30 to 09:00 from Monday to Friday, and either noon to midnight or midnight to noon on Saturday and Sunday, primarily from home, but will occasionally need to attend offices in Manchester or Derby for training, team building, and other meetings as required.

We may look to rotate this shift pattern, or set it as fixed shifts if we can accommodate each individuals' preferences whilst keeping the shifts covered.

Scope of responsibilities

  1. FourNet Service Desk's primary point of contact for assigned customers, ensuring effective communication between FourNet and its customers is maintained for service-related issues and requirements.
  2. Build strong customer relationships to ensure an excellent FourNet Service Desk experience for assigned customers and to maintain a FourNet Customer Satisfaction rate of >95% by ensuring SLAs and KPIs are achieved, preferably exceeded.
  3. Provide Technical Tier 1 support to our customer base on Application and Infrastructure support.
  4. Allocate new Service Desk cases to the relevant resource based on skillset, availability and priority of the case. Keep the customer updated through the full life cycle of the case.
  5. Escalate and maintain cases raised with support partners including regular updates to the customer.
  6. Assist the Service Desk Manager, Team Leader or Service Delivery Manager with major incident and problem management support to difficult, high profile customer issues.
  7. Proactive management of cases, following up with resolver groups to ensure case is managed through to a successful resolution, liaison with customer, management of third parties.
  8. Ensuring cases are updated every day and responded to within SLA and where appropriate Resolution Targets are met. Including management of Engineers cases. Liaison with Service Delivery Managers where contracts define penalty clauses..
  9. Building a rapport and an efficient support process with our suppliers and any other third party that may become involved in a case.
  10. Managed Service Reporting for high profile customer: this will involve
    • Creation of Managed Service Report each month via PowerPoint
    • Use of Virsae ESP - (This is our monitoring system, Training Provided)
    • Trending on Availability & Capacity Reporting
    • Trending on Cases and Issues for the month
  11. Monitor and record all Service Desk Alarms Pro-actively. Complete Trending and work on Proactive Management of your Tier 1 customers.
  12. To act as a Major Incident Manager (MIM) in P1 and P2 scenarios.

Technical Profile

  • Previous customer service experience
  • Previous experience of working outside of regular business hours
  • ITIL Foundation Certification (desirable)
  • Networking Experience Cisco CCNA or similar (desirable)

Personal Attributes/Skills

  • A strong sense of responsibility, you will be working unusual hours and will need to ensure you are always available during your shift.
  • Strong customer service, organisational and strategic planning skills
  • A keen interest in information technology
  • Excellent communication Skills
  • A positive can do attitude when working under pressure with ability to meet strict deadlines
  • A team player
  • Problem solving skills

Traits and Behaviour

  • Focus on customers – committed to providing the best service to our customers in all that they do
  • Working Together – Working co-operatively with colleagues, customers, partners and suppliers. Gains support from others. Relationship driven and ‘human.’
  • Can Do Attitude – Takes personal responsibility for getting things done
  • Growth – Proactively seeks ways to improve and grow the business

If you’ve got what it takes to be part of our award-winning team apply today

 

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