Service Desk Engineer / Telecommunications Engineer

The Service Desk Engineer/ Telecommunications Engineer acts as an escalation point for the Triage team who will answer calls, raise tickets, and perform initial troubleshooting. They are expected to complete tasks while holding additional duties including escalation and ticket management. They will be required to resolve issues in a timely manner and maintain professional, consistent communication with clients.
They are expected to set the standards of performance and behaviour for the Service Desk team and adhere closely to all set procedures to ensure smooth operational effectiveness.
Key Responsibilities include:
- Working remotely and on-site with clients to install, troubleshoot or repair anything from desktop to server hardware, switches, network routers and various software applications.
- Planning, designing, building, configuring, and commissioning telecommunications devices, networks and systems, such as voice, radio, two-way, data, microwave, satellite and digital data systems, and ensuring telecommunications systems interconnect with equipment from different products, service providers and users
- As required, to support the evaluating and procuring new products and services from vendors
- Ensuring compliance with policies and procedures in the provision of Telecommunications services and support. Understand organisational and industry processes and applying them to incidents and problems.
- Selecting and developing new telecommunications sites by locating sites (either at the client or remotely)
- Effective document management for clients ie. filing documents, drawing up documents for approval as needed
- Determining appropriate configurations of telecommunications hardware and software, ensuring desired performance of telecommunications equipment
- Effective troubleshooting ; Identifying and analysing problems and needs of existing telecommunications systems, such as interference, intelligibility, and clarity, to determine the most appropriate means of reducing, eliminating, and avoiding current and future problems and improve communications
- Monitoring telecommunications systems for our clients (or internally if required) to assess need for updates, upgrades, enhancements, preventive maintenance, and new systems
- Monitoring and assessing performance levels of system hardware and software to project future needs, and developing short- and long-terms plans for updating equipment, adding capabilities, enhancing existing systems and providing improved telecommunications
- Performing a wide variety of technical support across many technologies
- Working with highly experienced Engineers and Technical Account Managers to maintain best practice environments
- Respond to client outages in required time frames based on organisational and industry standards
- Provide mentor support to systems technicians.
- Work with vendors and third parties as required for resolution of client issues
We do offer a hybrid way of working. We may require you to attend customer sites for a pre-arranged scheduled visit for regular maintenance or on an ad-hoc basis, when the client has a support request that requires onsite technical assistance.