Work for LAN3

LAN3 is a fast growing organisation always on the lookout for talented individuals, who can help us to achieve our goals and contribute to the continuing success of the business.

Building relationships is key to our success, be it with customers, partners or colleagues. We want our people to really make the difference. In return, we offer fulfilling, long-term career opportunities and an attractive remuneration package.

Current Vacancies:-

Service Centre Tier 1 Engineer

As a Network & Security Analyst (Tier1) you will be expected to be reactive to a multitude of issues as they arise. Problem solving and time management skills are a must, as customer Incidents require timely fixes to maintain LAN3’s service centre SLAs. You will be the primary point of contact for all customers requiring support; with an expectation to further troubleshoot and escalate through to Tier2/3, or vendor support as appropriate. Cases are shared between multiple engineers, so a thorough and methodical approach to note taking and case documentation is vital.

ROLES & RESPONSIBILITIES:
• Providing 1st line technical support
• Primary point of contact for clients with network related issues
• Logging & managing all calls to SLA on service management system from inception to successful closure; ensuring calls are handled correctly
• Performing initial investigation and/or troubleshooting of system and network issues to
determine root cause
• Completing upgrades for customers with a LAN3 SupportPlus contract
• Managing & monitoring customer networks
• Referring client requests for advice & consultation to team lead/account manager where necessary
• Maintaining suitable lines of communication with all staff & clients by various means; email, meeting schedules, shared documents, Teams, phone, mobile etc.
• Produce predictive wireless survey reports

QUALIFICATIONS / EXPERIENCE:
• Experience supporting Service Centre operations is desirable
• Comfortable supporting customers using a support tool, email, voice, and/or remotely connected to machines to identify, research, and resolve a variety of technical problems and requests
• Customer-service orientation
• Prioritisation skills
• Strong problem-solving skills
• Ability to adapt to varying demands
• Passion and commitment to excel
• Effective communication skills at all levels, technical through to management
• A passion for working with people and the ability to quickly build rapport
• Experience with network management and monitoring tools

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