At Zen, we are committed to creating an environment where people come first. Whether that is staff, customers or suppliers, our teams are motivated to deliver the absolute best service. We are seeking a dynamic and customer-focused individual to join our Enterprise Service Desk and to be part of a team with a reputation for delivering excellent service.
You will have experience of working in a close team, collaborating and consulting with your peers, stakeholders and customers up to and including senior managers.
You will be responsible for assisting customers in the operational management of their environment, diagnosing and troubleshooting issues, advising of best practices, and leading on changes using your skills and experience to ensure robust solution management.
If you are passionate about delivering service excellence, troubleshooting complex technical issues, and to be involved in latest networking and security technologies, we want to hear from you.
Key Responsibilities
- Dealing with incoming incidents and change requests in a professional, courteous manner over the phone and via email, resolving at first point of contact and within agreed service levels.
- Correctly logging and prioritising incoming tickets, owning incidents, and ensuring that the customer is kept informed at all stages. Liaising with 3rd party suppliers and vendors as required to facilitate resolution of cases.
- Efficient workload management, understanding how and when to escalate to senior engineers within the support team.
- Identify areas where internal processes can be improved on or changed to provide a better experience to internal and external stakeholders.
- Leading and advising customers through change management, ensuring best practices are adhered to. Using your knowledge to identify better, more efficient ways for our Enterprise customers to achieve their results.
- Conducting estate management activities such as firmware updates, patching etc. Reviewing the estate to highlight devices and solutions that are EOL or due to become.
- Work closely with SMEs (Subject Matter Experts) and specialised teams to proactively identify activities to help build up on technology exposure and experience.
- Maintain and develop own knowledge and skills to stay relevant in the ever-evolving world of Managed Networks. Document and share knowledge and best practice with colleagues.
- Identify and escalate problems or service risks (where appropriate) into the engineering/architecture teams, engaging key stakeholders throughout.
- Monitoring the estate pro-actively, using key metrics to identify issues before they become problematic, and using your skills to resolve.
- Conduct audit activities on behalf of customers, ensuring their service remains optimal at all times.
Operate in accordance with our policies, procedures, and processes.
You will be part of the service desk on-call rota and also be required to carry periodic out-of-hours work.
Skills, Experience, and Key Behaviours
- Working knowledge and experience in IPVPN, WAN (Ethernet, FTTx) technologies and a genuine interest to learn and develop knowledge of this part of the market. Exposure and experience with Cisco SD-WAN is desirable.
- Proven experience working with managed firewalls (Ideally Fortigate) and Cisco routers in an MSP environment. Certified to either CCNA/NSE4 standard would be advantageous.
- Ability to produce detailed documentation in the form of runbooks, process guides and customer topologies.
- Familiar with monitoring tools such as Zabbix or PRTG. Will be able to configure/adapt alarms and metrics where necessary.
- A genuine passion for delivering excellent service within a people first culture.
- Self-motivated, authentic, and approachable.
- Willingness to listen, take on board feedback, share challenges, accept mistakes, and learn from them.
- A willingness to embrace change and able to recognise when and how to adapt.
- Takes control of own learning journey, making sure to stay relevant with the needs of our business and our customers.
- Capable of decision making in high pressure situations, with a strong focus on customer experience, and business requirements
- Excellent communication skills both written and verbal, able to accurately and efficiently capture, decisions, discussions and key information.
- A track record of building relationships with peers and key stakeholders within customer and supplier organisations.
- Proven experience in comparable role within an ISP or Managed/Professional Services business
You will be required to take part in an on-call rota after an appropriate embedding period and occasional overtime/work outside of business hours will be required.
Pay: From £30,000.00 per year
Benefits:
- Casual dress
- Company pension
- Cycle to work scheme
- Employee discount
- On-site parking
- Paid volunteer time
- Sick pay
Work Location: Hybrid remote in Rochdale
