At Maintel we’re focused on delivering outcomes – not technology. We partner with some of the world’s leading technology companies and wrap around the skills and services from our professional and managed services teams, to help our customers achieve their goals.
We are a fun, dynamic company with a team of over 400 people who are passionate about what we do – providing cloud communications and managed services solutions.
We are looking for like-minded people who share our enthusiasm and want to be part of an innovative, fast-paced environment.

EXPERIENCE

• Awareness of technology / comms / network services.
• Ideally experience of working within a NOC.
• An understanding of ITIL service management would be advantageous.
• An understanding and experiences of the Telecommunication Industry
• An understanding and experience of Cloud Services.
• An understanding of Maintel ICON Services
• Experience of working with Maintel’s Core vendors – Cisco, Extreme, Aruba etc.
• Experience of using a Service Management tool.
• Experience of using different badged monitoring systems.

ABOUT THE ROLE

As a Technical Desk Technician, you will be working within our (Network Operations Centre) NOC in Blackburn providing reliable and optimised, secure highly available network infrastructure and services on a 24/7/365 basis. You will be key to supporting our customer base primarily focused on handling faults as they initially come in from either the Service Desk, the customer portal or from our monitoring platforms. These will be based around WAN, Cisco, Extreme and Aruba/HP (list not exhaustive).

WHAT WILL YOU DO?

• Managing workload daily as well as being available to pick up new high priority tickets at the time.
• Appropriate escalation of complex tickets, following process to hand over to a senior engineer to progress, to prevent unnecessary delay.
• Owning and managing issues logged out to our vendors such as Cisco and Extreme TAC.
• Tickets resolved within Service Level Agreements
• Ensure tickets are managed based on priority and age to avoid escalation and a poor customer experience
• Provides proactive updates to customers, inline with the regular updates to the ticket
• Minimise time between updates on tickets keeping the number of tickets without an update each day to a minimum.
• Assist field engineers with projects and faults.
• Being on the front foot when dealing with customers and proactively asking for any information needed to progress the ticket.