Data Support Tier 2 Engineer

  • Templars Way, Chandler's Ford, Eastleigh SO53, UK
  • Full-time

Company Description

Digital Wholesale Solutions was established in 2001 and now serves over 2,200 partners in the UK and worldwide. As a 100% Channel-focused business, we help our partners navigate the convergence of IT, telecoms and cloud with a constantly-evolving portfolio offering connectivity, mobile, unified communications and more.

Working as part of the Daisy Group of Companies, we have forged strategic partnerships with the UK’s major carriers and suppliers, allowing our partners to benefit from fantastic pricing on market-leading products. We work with the biggest and the best in the industry, which is why we are able to offer such extensive choice for all of our partners.

Job Description

To present a professional first level support function for customers.  To develop and maintain quality and consistency of the customer experience.  The team is a first point of contact for customer fault incidents and, wherever possible, an internal advocate for timely communication and SLA adherence. To provide a technical response/ fix to incidents and service requests reported by Digital Wholesale Solutions partners, performing second line diagnostics to resolve or identify the best possible next escalation path.

The successful candidate will require previous technical experience with a proven ability to perform technical diagnostics and administration within network connectivity products and hardware including CISCO.

They will also be required to communicate with customers on a highly technical level to provide immediate resolution where possible; ensuring tickets are managed and progressed correctly.

This role will require an enthusiastic individual who is able to apply all company and departmental policies, procedures and work instructions to their daily tasks, and proactively contribute to improving these where possible. This position will require proven engineering experience within a relevant industry and a good appreciation of relevant engineering standards and procedures.  It will also require the ability to build rapport and maintain strong technical relationships internally and with our customers to help drive and improve our quality of service.

The successful candidate will be willing to apply themselves to a diverse range of work and meet and exceed customer expectations and service levels. The candidate must display a desire to learn and understand new technologies, achieve objectives agreed with their team leader and manager and develop and maintain an excellent working relationship with colleagues.

 

Qualifications

·         CCNA or equivalent qualification required

·         Good understanding of Leased lines and xDSL

·         Knowledge of MPLS

·         Excellent troubleshooting skills

·         Good knowledge of IP subnetting

·         BGP troubleshooting

·         HSRP implementation and troubleshooting

·         Huawei knowledge - configuration, troubleshooting and fault finding

Additional Information

What are the benefits of working at Digital Wholesale Solutions?

Our colleagues work hard to deliver for our customers and that is why we give them the recognition and rewards they deserve for their effort

But working at Digital Wholesale Solutions is much more than just a fair salary. It’s about providing a range of benefits and opportunities to all our staff to make working with us enjoyable.

Here are some of the benefits that we offer…

  • 25 days holidays, plus bank holidays, and the option to purchase more!
  • Professional development to help you achieve your personal goals
  • Eye care vouchers available and discounted Medicash membership
  • Access to discounts and savings at more than 1,200 retailers
  • An additional day off on your birthday or if you're getting married
  • Auto enrolment following probation into a salary pension scheme

Digital Wholesale Solutions is an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit and business need.