What you’ll be doing:
being the first point of contact for our customers when they log a fault via the phone or email
logging incoming faults on our system (Remedy), carrying out initial diagnostics and looking to resolve 80% of all faults and requests
working within strict SLA’s to provide our customers with a timely resolution
monitoring our customer support mailbox and loggin all requests in a timely manner according to agreed SLAs
ensuring all support requests are up to date and in hand at the end of each day, handing over any outstanding issues to colleagues and/or night staff
ensuring that the customer is kept informed of the progress of the fault and the system is kept updated regularly
configuring and troubleshooting faults on our Switches, routers, Dslams and modems (Cisco, Juniper, Adtran, Actelis, Zhone)
logging and managing circuit faults (ADSL, SDSL, Ethernet, NGA, MPF, SMPF) on our third party suppliers systems
liaising with 3rd party engineers/SMC’s on the phone to work towards fault resolution
providing support and carrying out remote configurations and link checks for our field engineers
monitoring the networks actively using our network monitoring system Solarwinds
providing support on the additional services we offer our customers – Email, User accounts (Active Directory), Web filtering, SIP, Internet Services, Wireless, SfB, MS Lync
What we’re looking for:
Eligibility for Security Clearance
Experience with Customer Service
CCNA/Comp TIA/Comp TIA N+ Qualification or working towards the same would be desirable
Experience and background in an IT support role would be desirable
Experience and background in Networking is desirable
About Capita IT Services
At Capita IT Services, we’re connecting people to the services they need the most, from application and service management, to data-centre and cloud capabilities. We’re delivering innovative digital and managed services to customers across the UK, including the NHS, DVSA and BAE Systems. Our teams are helping the West Midlands Police to deal with more than 2,000 calls a day and securing data for Energia customers in Ireland. Join us and discover better ways to support the digital and IT needs of the future.
What’s in it for you?
A competitive basic salary
23 days’ holiday (rising to 27) with the opportunity to buy extra leave
The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
Flexibility to work from home 1 day in the week
You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.
What we hope you’ll do next:
Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.
To view our Covid-19 and process adjustments information, please visit the Capita Careers site.
We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees. During the application process, you’ll be asked to share your personal characteristics and data with us. This helps us understand our audience so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.
Job ID: 3978