2nd Line Support Team Lead

Company Sector: Telecommunications and IoT

Company Address: Suite 6 & 7, Millennium House, Eden Street, Kingston upon Thames

Postcode: KT1 1BL

Role Title: 2nd Line Support Engineer

Role Type: Permanent full time

Brief: Pangea is an IoT (Internet of Things) solution provider. Established in 2014, we provide predominantly cellular-based services to the B2B market around the world, operating in industries such as asset tracking, smart healthcare, environmental monitoring and smart cities.

Pangea is growing rapidly and is looking for a 2nd Line Support Engineer to provide day to day second line technical support and provisioning for customer services. A typical day would be split between provisioning complex customer CPE devices, assisting first line support, liaising with suppliers, managing non-BAU customer requests and troubleshooting escalated tickets.

Pangea is a growing company which thinks big. You will be working in a close-knit environment and be celebrating the successes of the business, while helping manage the challenges. We work and play hard, so we need a team player who is bright, full of ideas, and willing to operate in a fluid and changing environment.

This role is ideal for a person who is technically minded but also can communicate with a wide audience on a business level.

Areas of the role include

· Act as a point of escalation for the 1st line support team

· Service setup for non-standard and complex services

· Provisioning on complex services and CPE configurations for customers

· Provisioning and support of non BAU type services for customers

· Packing & Shipping completed orders

§ Support sales team with an understanding of product capabilities and value

§ Project manage small engineering projects

§ Testing of new products and services to be introduced into the Pangea portfolio

Required Skills for this role:

· Network certification, e.g. CCNA or networking related degree or diploma

· Previous 2nd line or network support experience in a service provider environment

· Familiarity with CLI interfaces to configure routers, e.g. SSH / telnet / console

· Exposure to cellular network or broadband network environments

· Project and time management

· Excellent communication skills, both verbal and written

· An attention to detail and working on projects through to completion

· Confidence to work autonomously and liaise with a mix of individuals

· Ability to liaise with internal and external stakeholders in a professional manner

· Assisting the team in the preparation and follow up process of on boarding of new clients

· Various ad hoc duties.

We look forward to working with you and welcoming the right candidate to our growing business.

Job Types: Full-time, Permanent

Salary: £35,000.00-£42,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Sick pay
• Work from home

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus scheme
• Performance bonus

Ability to commute/relocate:

• Kingston upon Thames KT1 1BL: reliably commute or plan to relocate before starting work (preferred)

Experience:

• Customer service: 2 years (required)

Language:

• English (required)

Licence/Certification:

• CCNA or networking qualification (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: One location