2nd Line Support Engineer - Service Delivery

The Service Delivery team are one of our fastest growing teams, and we're looking for a new 2nd Line Service Desk Engineer to join them. Based in our newly refurbished Fareham offices and reporting into Kim Smith, our Head of Service Delivery, you will be involved in resolving escalated phone, email and remote enquiries from our IT and Telecoms customers.
You will currently be working within a technical support capacity with a solid understanding of network terminology e.g., WAN, LAN etc.
This would represent a great opportunity if you're looking to take your career working in service delivery support to the next level - a fantastic role with a proven development track, in a growing company committed to the growth of our employees.

What do we offer?

• Holiday rising with each year of service


• Your Birthday Off - after all it's the most important day of the year!


• Christmas Closure in addition to your annual leave


• Free eye tests & support towards glasses


• Gym Discounts


• Our Employee Assistance Programme offering confidential Wellbeing Support


• Regular events and activities throughout the year including our famous Christmas Party, summer party & Employee Awards!


• Company pension scheme


You'll get involved in:

• Responding to customer faults and issues raised to the helpdesk either by phone or email resolving them within SLA.


• Programming, maintenance, and support of a range of systems


• Wi-Fi solutions


• Integration of CRM systems.


• Backup solutions


• Delivering training on all Aerial Direct offered services


• Working to resolve technical customer complaints


• Identify potential cross sell and upsell opportunities with existing customers to pass on to the sales teams


• To document all Customer product and services ensuring security and standards are adhered to.


• Acting as the face of Aerial Direct and provide top class industry leading Customer Service.


Ideally, you'll have experience of:

• SIP, including configuration, protocol and SIP trunking.


• High level of IP understanding, networking, and VLAN.


• Microsoft 365 migration and new tenant set up.


• Cabling to a high level


• Hosted and PBX Telecoms configuration and fault finding


• Router configuration


• Programming, maintenance and support of Hosted Telephony Solutions - IP Cortex, Gamma. Integration of CRM systems. o Programming, maintenance and support of Virtual PBX.


• Programming, maintenance and support of Cabling and Networking, including switches.


• Access points and point to point solutions - Ubiquiti.


• Programming, maintenance and support of Routers and Firewalls for Leased Lines and other Connectivity - Draytek, WatchGuard.


• Wi-Fi solutions - Ubiquiti.


• Programming and support of Laptops or Desktops - Dell and HP.


• Programming, maintenance and support of Servers - Virtual and on Prem.


• Programming, maintenance and support of Microsoft 365, Anti-Virus, Remote Management Systems and Backup solutions.


• Door entry system programming, maintenance and support.


• Fault finding and testing.


• Training Customers.
  
  We exist to enable our customers to have the conversations that matter. We do this through effective partnerships and a great customer experience.


Working at Aerial Direct isn't just a career, it's a decision to be better. It's choosing to take on interesting work that challenges you. We can promise that your hard work will be rewarded and recognised, and you'll be given the tools, training, and support needed to do a great job.
We are proud to be one of the UK's leading independent providers of telecommunications. We are equally as proud of our employees who have helped us become one of the largest O2 partners in the UK.

Our Process
Step 1: Is there a fit? You'll have a chat with our Talent Acquisition team, talk through your past experiences and what it is you're looking for from your career
Step 2: Meet with your would-be manager, our Head of Service Delivery, and a member of the team to talk through your motivations, whilst also getting a feeling for Aerial Direct. You'll run through a few scenario based questions, and get the opportunity to ask anything you'd like to learn about.
Step 3: If it looks like a good fit from both sides, we'll be looking to make you an offer!

Our Values:
All: We are one team enabling each other and the business to thrive
Elite: We will be the very best that we can be for our customers and our colleagues
Respectful: We dhow respect for our environment, our people and above all else, our customers
Impeccable: We will deliver the best customer experience and service in all we do
Agile: We're always looking to be one step ahead, quick to move, and to anticipate our customers' needs
Limitless: We seek continuous improvement in order to grow and develop the business