Enterprise Service Desk Engineer

About the Job

As Service Desk Engineer you will act as the first point of contact for Corporate & Mid-market customers contacting Zen to report issues and faults relating to their service.

The primary objective of the role is to provide first‑time resolution by troubleshooting, diagnosing and resolving problems at the first contact and, where necessary, escalating to our 2nd‑line specialist teams.

Throughout the process you will remain the single point of contact with the customer, maintaining ownership of the original fault and providing timely updates to ensure the fault receives the correct priority and attention.

• Handle incoming incidents in a professional, courteous manner over the phone and via email.
• Take ownership of incidents and manage them in a logical and methodical manner.
• Correctly log incidents, problems and faults, categorising and prioritising them in line with team procedures.
• Conduct full and thorough diagnostics with end users to enable first‑time incident resolution.
• Ensure all faults are progressed and cleared within SLA, escalating to other internal and external teams as appropriate.
• Manage incidents (including faults) through their entire lifecycle from the first contact through to resolution, proactively keeping the customer informed of progress.
• Diagnose and resolve problems to the customer’s satisfaction.
• Maintain and develop own knowledge and skills to assist with first‑time fault resolution.
• Identify and escalat
  * e repeat issues or service risks into service management teams.
• Share knowledge with team colleagues.
• Manage a number of scheduled tasks for customers to ensure that the customers’ systems remain operational.
• Perform out‑of‑hours and/or on‑call work as required.

• Demonstrated understanding of networking principles and WAN technology.
• Must meet at least one of the following (all three an advantage) but be willing to work towards the others:
• An understanding of router configuration management and willingness to qualify for Cisco CCNA or equivalent knowledge.
• An understanding of UTM features of firewalls such as policy changes, web filtering, application filtering and readiness to qualify for FCNSA/NSE4 or equivalent knowledge.
• A solid working understanding of Hosted Voice solutions and support experience within a similar managed services environment.
• Ability to liaise and communicate confidently and professionally with customer representatives at all levels.
• Life Assurance Cover of 2 x, with option to flex upwards.
• 25 days annual leave, rising to 30 days with length of service, with option to purchase up to 5 more.
• Access to private Medical Healthcare and a Healthcare Cash Plan.
• An extra day off for your birthday.
• Car salary sacrifice scheme.
• Continuous learning and development.
• Discounted mobile plans.
• Flexible and hybrid working.
• Free onsite parking.
• Internal coaching and mentoring opportunities.
• On‑site contemplation and prayer room.
• On‑site electric car charging points.
• Optional flexible critical illness cover.
• People‑friendly policies.
• Recognition awards that celebrate outstanding people.
• Salary sacrifice pension – minimum of 3% employee contributions for a 5% employer contribution.
• Six‑monthly salary reviews.
• Subsidised nursery fees.
• Subsidised onsite restaurant.
• Superfast free reliable broadband.
• Travel loan and Ride2
  
  Work schemes.
• Two days’ paid leave per year for voluntary work.