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• London EE14 9GE
• Posted 11th Mar 2010
• Posted by: TelecityGroup
• Salary: 22000 - 24000 GBP per annum + Life cover, Private Medical Insurance (including travel insurance), In
• Job Type: Permanent
• Reference: 1488329
• This job has been viewed 195 times since it was posted.

Job Description

                     

POSITION & PERSON SPECIFICATION

 

  JOB TITLE:           Customer Service Engineer                   REF :                 UKL/OPS005

  

REPORTS TO:       Datacentre Manager                             LOCATION:       London

 

SALARY:                     

 

BENEFITS:      Life cover, Private Medical Insurance (including travel insurance),

Permanent Health Insurance, Pension Scheme (after 3 months probation). Holidays 210 hours per year increasing to a maximum of 230 hours.

 

 

POSITION FUNCTION:

  To provide a highly positive customer interface to ensure high levels of customer satisfaction

• To provide Coaxial/copper/fibre structured cabling installations and IT installations and support to meet specified customer needs
• To provide 24/7 engineering support in a TelecityGroup data centre

 

 

MAIN RESPONSIBILITIES:

 

 

General Assistance

• Provide 24/7/365 support to customers on a rotating shift pattern
• Install customers equipment and cable installations according to specification
• Build customer data centre suite solutions according to specification
• Receive requests from customers to check and diagnose equipment and connectivity and work with customers to implement solutions
• Liaise positively and proactively with customers in order to resolve any issues and exceed their expectations
• Carry out media/back up tape changes
• Ensure an accurate record is kept of all work carried out
• Ensure that TelecityGroup buildings are clean, safe and secure by rigidly following safety and security procedures
• Ensure adherence to all TelecityGroup processes and procedures
• Maintain a duty of care for everyone on site - immediately report any health and safety concerns, or anything unsafe or potentially dangerous to management and stop the work continuing
• Monitor and check plant and equipment and escalate problems or anticipated problems to ensure continued provision of service

 

 

Training & Development

·          Identify and escalate training requirement needed to meet role more effectively.

·          Be familiar with the building, plant and equipment.

·          Be familiar with company policy and procedures.

 

 

SKILLS

 

• Excellent organisational skills
• Time management skills and the ability to prioritise
• A logical approach to problem solving
• Written and verbal communication skills
• Ability to diagnose and resolve customer technical problems
• Ability to apply company policy and procedure
• To produce work to a consistently high standard
• Capability to work independently and as part of a team

 

 

EXPERIENCE

 

Essential

• A degree qualification or similar level qualification in an Engineering/IT discipline and/or experience of installing coaxial, copper cable and splicing fibre
• Proven experience of working within a customer service industry

 

Advantageous

• Understanding of internet technologies and experience of implementation
• Previous experience of working a shift rota pattern

 

 

PERSON SPECIFICATION

 

·          Ensuring Results - A conscientious worker, ensuring work is delivered to a high standard of quality, timeliness and quantitative performance.

·          Communication - Communicating effectively ensuring excellent verbal and listening skills.

·          Customer Focus - Ensuring that both current and anticipated needs of customers are met.

·          Internal Networking - Establishing contacts in the organisation and interacting effectively with them.

·          Teamwork - The ability to work co-operatively with others as part of a team, as opposed to working competitively or separately.

·          Flexibility - The ability to adapt and work effectively as the requirements of a situation change and the willingness to easily accept changes both within the role and in the company.

·          Initiative - The ability to think ahead about what needs to be done, spotting opportunities and taking action to make the most of them.

·          Quality Focus - Pays attention to detail, works to strict deadlines, adopts an articulate and methodical approach, strives to provide first class results every time, takes pride in his/her work, follows through on actions and ensuring a high level of productivity and efficiency is maintained at all times.

·          Problem Analysis & Solving - Analysing complex problems, evaluate alternatives & identify sound options; resolving problems and create solutions. 

·          Attitude - Having a positive and enthusiastic attitude towards work, customers and team members.

·          Approachability - An honest, trustworthy and reliable individual who is flexible and adaptable and a self starter.