Technical Support Engineer

Company overview:

was created in June 2019 by the merger of the regional leading hosting providers Combell Group, Register Group and TransIP Group.

is the most trusted digital enabler and an ecosystem of successful brands working together across regions to provide customers with everything they need to succeed online.

We are the leading digital enabler for companies and entrepreneurs. It serves over 3.3 million customers in Europe and the UK, and has more than 3,000 experts to support them. Its goal is to shape technology and to empower businesses with innovative digital services.

“Come as you are”

Everyone is welcome here. Diversity & Inclusion are at our core. Far above any technical competence, we value respect, openness, and trusted collaboration. We do not tolerate intolerance.

Sustainability

At , our commitment to caring for the environment and each other is at the heart of everything we do. Our latest impact report showcases our ongoing ESG efforts and ambitious sustainability goals. Interested in learning more about our dedication to making a positive impact?

Check it out here.

Why choose Internet Services UK Limited?

We want every member of our team to achieve more than they thought possible so that we can keep supporting our customers to succeed. We do this with:

• A diverse and inclusive culture

• A relaxed, collaborative atmosphere

• Motivational, coach-style leadership

• Employee perks, including an enhanced holiday scheme and a birthday bonus.

What we do

We make succeeding online as easy as it can be for our customers. We:

• Provide 5-star rated web hosting services

• Keep our products accessible and industry-leading

• Offer a diverse range of products to allow customers to grow

• Are customer-obsessed, offering multi-channel exceptional support

Our values

The five characteristics that drive our behaviours and the heart of our business culture;

• We put our customers at the heart of everything we do.

• We’re stronger together, and we trust each other to do the right thing.

• We tell it like it is, and keep doors and minds open.

• We treat each other with respect and regard.

• We’re always thinking ’what’s next?’

Job Description:

We are looking for a motivated, pro-active, and enthusiastic individual to strengthen our Network Operations Centre team in Reading, UK. As a Technical Support Advisor, you will be leading all customer and service provider interactions, via phone, email, and internal query system (ticket system), and face-to-face. You will be responsible for escalating tickets to supervisors, management, and the network team when required.

You will be actioning any fixing or maintenance of network cabling, performing racking/de-racking of servers, fulfilling rebooting of servers and network devices, attaching KVMS (Keyboard, video, mouse) to servers, accompanying vendors/customers to the appropriate data floor and providing direct assistance.

You will act as the middle person to exchange communications between our customers and the Network Team, thus facilitating information gathering for troubleshooting to resolve network-related issues.

Key responsibilities:

• Interact with customers via email, phone, ticket system, and face-to-face

• Work with 3rd party service providers to process and analyse customer issues to resolution.

• Hardware installation (Racking/Cabling/Memory/Hard Drives/Raid Cards)

• Software Configuration (Operating System Installation, updates, Control Panels, SQL Server)

• Manual Handling of Hardware (Servers, routers, switches, etc.)

Skills & Experience:

• Data Centre Experience

• Clear written and verbal skills

• Help desk or technical support

• Ability to learn and retain

• Cabling and Network wiring

• Excellent communicator

• Understanding of DNS

• Co-ordinates and prioritises work

Key Competencies:

• Analytical skills to troubleshoot

• Self-motivation

• Team working

• Prioritise tasks

• Attention to detail

• Excellent time management

• Provide excellent customer service

• Commendable communication

Technical Competencies:

• Hardware troubleshooting methodologies

• Network troubleshooting

• RAID knowledge/setup

• UNIX/Linux/ Windows concepts and use
  

Working hours:

You will normally be working in a shift pattern. 4 days early shift from 7 AM to 7 PM, followed by 4 days off, then late shifts from 7 PM to 7 AM, followed by 4 days off. Each working shift of 4 days will be followed by 4 days off.

You will be given complete training and support from our offices in Reading. Your training will last up to 3 months, due to the nature of working hours