Job Description

We require an individual to work with several of our key clients both managing and helping facilitate a supply chain for several ISPs based in the UK. Their responsibilities will include account management of the clients - engaging across telephone, email and in person meetings - as well as being hands on assisting in processing orders received via our workflow orchestration platform - to provision a range of network equipment such as Juniper, Cisco, Fortinet and more.

The role will also include managing one direct report - a resource who will be focused on processing orders full time for the same clients. Given the nature of the outbound and return logistics - the role also includes working with numerous couriers as well as looking after a small warehouse area for stock management based at our Greenford facility.

Due to this need to physically handle equipment - the role is office based and cannot be done from home / remote working.

Full training will be provided - however experience working in warehouse / supply chain environments is welcome. As it is envisaged that these duties will not require 100% of the time allocated - the hope is that the candidate will also work with our existing global support team on providing 1st line customer support across email, telephone, Teams and Trello / Slack- as well as assisting in performing 1st line support duties. Training will be provided as part of this, allowing a strong career development for someone interested in IT and broadcast technologies.

Key Responsibilities

Provide telephone, email and online / in person account management and support clients Provisioning of network equipment such as Juniper, Cisco and Fortinet for outbound logistics Grading of returned stock for inbound logistics Management of small warehouse area - including stock level reporting and processing of new incoming deliveries Engaging with numerous couriers to help assist and resolve delivery queries and challenges Line management of one report - who is focused on provisioning and grading Monitoring and focus on improving workflow efficiency - through the use of KPI and SLA reporting Producing billing and management reports on a monthly basis Attending in person / online monthly meetings with clients for support / process improvement Assist in providing 1st line support for clients for all Ortana products and services during local office hours via phone, email, Slack, Teams, Trello, etc. Assist in triaging issues, qualifying them and collecting required information to either resolve directly or escalate Assist in managing the Ortana monitoring platform PRISM, responding to escalated issues globally Management of daily workload, including escalation to management when both actual and potential issues arise Using Ortana's Jira instance for the logging of tickets for development Working with tools such as Trello for communicating with clients and escalating to 2nd line / 3rd line
Job Types: Full-time, Permanent

Pay: 35,000.00 per year

Additional pay:

Performance bonus
Benefits:

Casual dress Company pension On-site parking Sick pay
Schedule:

Monday to Friday Overtime
Work Location: In person

Application deadline: 04/07/2025
Expected start date: 07/07/2025