Service Desk Specialist,
Orbital Net
Date: 1 day ago
City: Plymouth, England
Salary:
£25,000
-
£27,500
per year
Contract type: Full time
Summary
As the Service Desk Specialist, you’ll have predisposition for client services excellence with a passion for technical delivery, being responsible for handling more complex technical issues escalated from Service Desk Technician’s. This role involves diagnosing and resolving networking, VoIP, and connectivity issues, working with specialists to provide excellent client service. The role is critical in ensuring service reliability and client satisfaction.
Key Responsibilities
Client Support & Issue Resolution:
Investigate and resolve technical issues escalated from Service Desk Technicians
Diagnose and troubleshoot networking issues, including but not limited to: Routing, configurations, WiFi, WiMAX, 4G/5G solutions, broadband, leased lines, VoIP, WiMAX and managed services VPNs, and VoIP services
Perform analysis of recurring issues and provide permanent solutions
Assist in the configuration and troubleshooting a wide range of products and services
Work with external vendors, third-party providers, and internal teams to resolve service-affecting issues
Logging of all interactions, incidents and service requests in a detailed manor accurately in the ticketing system
Guide internal and external persons through troubleshooting steps to resolve issues
Escalating more complex issues to relevant teams with detailed information about the case, actions taken to attempt to resolve the issue and their outcomes
Provide detailed technical explanations and guidance to clients regarding cases
Liaise with customers, providing regular updates on resolution progress
Deliver a professional and client-centric approach to all interactions
Network & System Monitoring
Monitor network and system performance using diagnostic tools and respond to alerts proactively
Identify, analyse, and resolve network performance issues affecting client and internal services
Assist in maintaining the integrity and security of networks and systems
Provisioning Services
Assist clients with router and modem setup, basic configurations, and software updates
Explain technical solutions in a clear and customer-friendly manner
Documentation & Process Improvement
Document all troubleshooting steps, solutions, and resolutions in the knowledge base
Contribute to maintain a comprehensive knowledge base of common issues and fixes
Identify areas for process improvement and assist in refining support workflows
Provide feedback on recurring technical issues and suggest where improvements can be made to the support process, solutions and the wider business
Stay updated on new products, services, and industry developments
Collaboration & Training
Work closely with other teams across the business including but not limited to: Finance, Technical Services, Network Operations, Field Engineering and Service Delivery to resolve client issues efficiently
Provide knowledge sharing, cross training, mentoring and guidance ensuring best practices with colleagues to improve overall service quality
Essential
Key Skills & Experience:
Previous experience in a technology support role
Strong knowledge of networking fundamentals (e.g., TCP/IP, DNS, DHCP, VLANs, NAT)
Hands-on experience troubleshooting products and services
Experience working with networking hardware (e.g., routers, switches, firewalls)
Strong problem-solving skills and the ability to work under pressure
Excellent verbal and written communication skills
Ability to document and escalate issues effectively
Natural strong problem-solving skills and ability to work under pressure
Curious personality wanting to understand and build a depth of knowledge
Client-centric attitude with a proactive approach
Ability to follow procedures and escalate without procrastination,
Desirable
Familiarity with configuring routers and modems
Basic understanding of cybersecurity principles
IT certifications such as CompTIA Network+, CompTIA A+, vendor qualifications or equivalent
SALARY IS UPTO £27500
As the Service Desk Specialist, you’ll have predisposition for client services excellence with a passion for technical delivery, being responsible for handling more complex technical issues escalated from Service Desk Technician’s. This role involves diagnosing and resolving networking, VoIP, and connectivity issues, working with specialists to provide excellent client service. The role is critical in ensuring service reliability and client satisfaction.
Key Responsibilities
Client Support & Issue Resolution:
Investigate and resolve technical issues escalated from Service Desk Technicians
Diagnose and troubleshoot networking issues, including but not limited to: Routing, configurations, WiFi, WiMAX, 4G/5G solutions, broadband, leased lines, VoIP, WiMAX and managed services VPNs, and VoIP services
Perform analysis of recurring issues and provide permanent solutions
Assist in the configuration and troubleshooting a wide range of products and services
Work with external vendors, third-party providers, and internal teams to resolve service-affecting issues
Logging of all interactions, incidents and service requests in a detailed manor accurately in the ticketing system
Guide internal and external persons through troubleshooting steps to resolve issues
Escalating more complex issues to relevant teams with detailed information about the case, actions taken to attempt to resolve the issue and their outcomes
Provide detailed technical explanations and guidance to clients regarding cases
Liaise with customers, providing regular updates on resolution progress
Deliver a professional and client-centric approach to all interactions
Network & System Monitoring
Monitor network and system performance using diagnostic tools and respond to alerts proactively
Identify, analyse, and resolve network performance issues affecting client and internal services
Assist in maintaining the integrity and security of networks and systems
Provisioning Services
Assist clients with router and modem setup, basic configurations, and software updates
Explain technical solutions in a clear and customer-friendly manner
Documentation & Process Improvement
Document all troubleshooting steps, solutions, and resolutions in the knowledge base
Contribute to maintain a comprehensive knowledge base of common issues and fixes
Identify areas for process improvement and assist in refining support workflows
Provide feedback on recurring technical issues and suggest where improvements can be made to the support process, solutions and the wider business
Stay updated on new products, services, and industry developments
Collaboration & Training
Work closely with other teams across the business including but not limited to: Finance, Technical Services, Network Operations, Field Engineering and Service Delivery to resolve client issues efficiently
Provide knowledge sharing, cross training, mentoring and guidance ensuring best practices with colleagues to improve overall service quality
Essential
Key Skills & Experience:
Previous experience in a technology support role
Strong knowledge of networking fundamentals (e.g., TCP/IP, DNS, DHCP, VLANs, NAT)
Hands-on experience troubleshooting products and services
Experience working with networking hardware (e.g., routers, switches, firewalls)
Strong problem-solving skills and the ability to work under pressure
Excellent verbal and written communication skills
Ability to document and escalate issues effectively
Natural strong problem-solving skills and ability to work under pressure
Curious personality wanting to understand and build a depth of knowledge
Client-centric attitude with a proactive approach
Ability to follow procedures and escalate without procrastination,
Desirable
Familiarity with configuring routers and modems
Basic understanding of cybersecurity principles
IT certifications such as CompTIA Network+, CompTIA A+, vendor qualifications or equivalent
SALARY IS UPTO £27500
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