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.

No agencies please

Current Vacancy:-

Professional Services Coordinator

This enviable role will be a key member of our Services Team and suited to those wishing to progress in their career as the position evolves from coordination / administrative support through to Project or Field Service Management responsibilities.

As a Professional Services Coordinator, you will be responsible for the co-ordination of the Field Services Engineers schedule. You will need to ensure that the engineer is prepared for the visit, ensure that the customer understands any pre-requisites and send them a booking confirmation. Once complete you’ll follow up to ensure that the engineer has logged time against the job and has gained customer sign off so that it can be invoiced. You will also be responsible of co-ordinate training which takes place at the LAN3 office. You will process bookings and also provide administrative support on the day. In addition to this you will also provide ad hoc support to customer projects, therefore it is essential that you are able to multi-task and organise your time to deliver your responsibilities in this fast-paced environment.

Role and Responsibilities:-

• Arranging dates for engineering and cabling team to go on site, sending confirmation to the customer and ensuring the engineer has the correct job details in their schedules.
• Ensuring customers receive documentation or reports in a timely manner.
• Follow up all on-site work to ensure working hours are logged and the customer has provided sign off- if either of these are missing you will take corrective action.
• Updating and managing enquiries from Finance Department.
• Organising training dates and communicating to LAN3 Sales Team.
• Process bookings for LAN3 Training Services, sending confirmations and calling customers to ensure that they are attending and have reviewed the pre-requisites. You will also be responsible for providing support on the day of the training – this can include setting up the training room, ordering lunches, and setting up and clearing away after breaks.
• Assisting Project Managers with day to day tasks, this could include updating schedules, following up customers or engineers when there are outstanding actions, or sending out reports.

• Strong organisational, time management and prioritisation skills
• Client facing
• Customer-service orientation
• Able to multi task and manage your own time to meet deadlines
• Planning and organising
• Ability to adapt to varying demands
• Team work
• Experience of working in an Administrative or Office Support role
• PRINCE2 Foundation desirable but not essential
• Experience in working to PRINCE2 standards desirable but not essential
• MS Office Suite of tools
• Excellent attention to detail and resource management
• Effective communication skills at all levels, technical through to management
• A passion for working with people and the ability to quickly build rapport

Network & Security Analyst - Tier 1 (Apprentice)

This enviable role will be a key member of our Services Team and suited to those wishing to start or progress in their career in technical support.

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, with customer Incidents requiring 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 Tier 2/3 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.

 LAN3 operate a fully managed service, and part of your responsibility will be to ensure that customer SLAs are met and provide a pro-active support service.

 As a member of the team you will be required to provide on-call support to LAN3’s customers across the UK, responding to all cases and managed service alerts as they are raised.

Role and 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 Manged Service 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, Lync, phone, mobile etc.
• Produce predictive wireless survey reports for potential customers
• Experience supporting Service Centre operations is desirable but not essential
• 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
• Focus-tasking and 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 is desirable but not essential