1st Line Technical Support

aql is a rapidly growing telecommunications operator based in Leeds city centre, providing wholesale integrated communications services ranging from mobile messaging, IP telephony, fibre and wireless leased lines, secure datacentre hosting to machine to machine (m2m) services for the growing demand of the IoT marketplace

We are looking for First Line Technical Support experts to join our expanding team – this is an excellent customer facing role with a technical twist.

Daily duties include:

• Providing 1st line support to aql’s varied customer base
• Working to strict SLAs, following escalation procedures, ensuring the timely resolution of incidents and problems as prioritised in agreed service levels.
• Effective incident ticket queue management and ownership of logged tickets
• Initial customer fault investigation on our SMS, FAX, Voice, 3G/4G data and WIFI & Leased Line platforms.
• Porting and liaising with other communication providers to manage number porting requests for both inbound and outbound ports.
• Registration and configuration of domains and emails
• Managing and responding to automated internal alerts
• Internal IT support, maintenance (PC builds and fault diagnosis) and provide assistance to staff members with everyday IT issues
• Upkeep of internal IT documentation

Essential skills required:

• Customer Service Experience
• A background in IT system support
• Excellent communication skills (both written and verbal)
• Task ownership
• A ‘can do’ attitude to work
• The ability to work to tight deadlines
• Teamwork as well as the ability to work efficiently on your own

Desirable skills

• Experience with Unix/Linux systems
• VoIP (SIP, Asterisk)
• Hardware configuration knowledge
• MySQL and PHP (for career progression)

Hours of work 8.50 a.m. – 5.10 p.m. Monday to Friday with 1 hour for lunch plus shift rota to cover evenings/weekends/bank holidays

Benefits include:

• Pension
• Healthcare Plan
• 25 days holiday + 8 statutory days
• Free on-site parking