Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.
We're a company of innovators who think big and achieve bigger! Our people are crucial to the continuing success of our company. From our CEO to our new Graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do.
Job description
Monday to Friday. Shift pattern: 2 weeks 8:00am - 4:30pm, then, 2 weeks 11am - 7.30pm. Role is only suitable for university students looking to complete an industrial placement year as part of their undergraduate degree.
Overall purpose of the job
- Day to day running of the Service Desk providing client support with a focus on providing a high level of customer service.
Key responsibilities for this job
- First line support handling customer enquiries and support issues using our ticketing system
- Proactive network monitoring of alarms and traps for our customers via our monitoring tools
- Troubleshooting circuit faults and working with carriers to achieve fault resolution
- Driving fault resolution to ensure SLA's are not breached
- Ensure issues are handled effectively by following our SLA Guidelines
- Escalation of faults/outages in accordance with Exponential-e procedures
- Taking immediate corrective action to restore services
- Maintain professional working relationships with customers, suppliers and work colleagues
- Creating incident reports/notifications for customer distribution
About you
Knowledge and experience required
- The successful candidate will be in the second year of a Networking/IT degree and looking to complete a year in industry as part of a 4 year sandwich/industrial placement course
- Passion for working in the networking field and eager to learn and progress
- Strong customer service focus
- Excellent verbal and written communication skills with a professional phone manner
- Flexible approach to work with the ability to work effectively under pressure
- Ability to work in a team with little supervision using own initiative
- Responsible and willing to take ownership
- Positive and professional attitude
Desirable knowledge and experience
- Cisco / Juniper certification
- Experience working with a Managed Service Provider
- Programming language experience
Our people
Our people are what makes Exponential-e Group the company it is today. This year's employee survey highlighted that 81% of employees who took the survey, would recommend a friend to work for our organisation.
Learning and development are fundamental parts of daily life at Exponential-e. From their first day at the company, everyone is provided ample opportunities to develop their skills and broaden their horizons, with our own L&D team running a range of bespoke courses, based on the latest innovations and challenges across the digital landscape.
Exponential-e Group is committed to providing equal opportunities in employment and treating all employees with respect and dignity. The company respects and values the diversity of its staff, striving to maintain an environment where there is opportunity for everyone to feel valued, their talents to be utilised and for both personal and organisational aspirations to be met.
Every employee plays a vital role in helping to create an inclusive working environment by understanding and harnessing difference in a positive way.
