Support Team Leader

Candidate must be a self motivated individual that is dedicated to exceeding client expectations, be willing to contribute to team efforts, and must possess strong communication and interpersonal skills:

Strong experience in a support environment - NOC/TAC.
Has a technical and networking understanding, but primarily has the ability to leverage the technical expertise of others.
Solid understanding of business processes and requirements in a support environment and in the customer's organisation.
Thorough Microsoft Office skills ie Excel, Word, Powerpoint.

Desired skills:

Typically requires a university degree or equivalent experience in a similar role.
2+ years experience in a network engineering, customer service delivery or telecommunications support/Service Provider environment
ITIL v3 Foundation and Service Operations are highly desirable.
CCNA/CCENT is desirable, but not essential.
Supports delivery of Technical Support program to major accounts, or Global Technical Centre (TAC) where applicable.
Ensures follow-up and closure of critical problems with large strategic customers.
Uses standard tool to receive alerts and monitor status of new customer service requests (cases) pushing through to resolution.
Regularly interacts with customer and internal teams in a coordinated fashion to ensure problem resolution.
Co-ordinates root cause/operational analysis in conjunction with the Engineers.
Carries out reporting, SLA calculations and trending analysis.

Please APPLY NOW with your current CV. This is an URGENT requirement. The client will conduct INTERVIEWS IMMEDIATELY for suitable candidates. All relevant applications will receive my INSTANT ATTENTION.

Penta Consulting is a global staffing solutions business providing innovative and flexible recruitment strategies for clients and the very best permanent, interim and contract career opportunities for candidates across IT & Telecoms. Ranked 8 in the 2013 Sunday Times Top 100 Companies to Work For awards, Penta holds a Queen's Award for Enterprise among other high profile business and quality awards.

Penta Consulting is acting as an Employment Business in relation to this vacancy.