1st Line Technical Support (Telecoms)
Full job description
NSJ Consultancy
Salary: £15.48 per hour
We serve more than 11,000 customers who, like you, are on a mission to build organisations fully equipped for success in the face of rapid and continuous change.
Our shared goal is to maximise operational effectiveness and make work easier for people through the use of cutting-edge workplace technology.
The 1st Line Support is responsible for assisting the Operations Director in delivering a first-class support service to all our Telecoms customers.
Acting primarily in a 1st line support capacity, resolving issues remotely or escalating to a Telecoms Engineer or Telecoms provider
Key Responsibilities:
* To maintain a high degree of customer service when responding to all support issues
* Assist, diagnose and resolve faults with Network Services, Internet Access and both Cloud Based and On-Premise Telephone Systems
* Raise support Autotask tickets for incoming customer issues via telephone, email or escalated by an Account Manager
* Providing 1st line technical diagnostic to customers
* Priorities Support tickets in accordance with company SLAs, providing customers with updates in relation to response SLA and consequently updating Autotask ticket and managing customer expectations
* Liaise with third party suppliers and contractors and follow escalation paths as required
* To take ownership of support issues and seek closure ensuring all relevant support procedures are followed
* Coordinate IT & Telecoms projects identified by Sales; documenting project, ordering and allocating goods, assigning and scheduling 2nd Line Engineer visits/installations and providing regular updates to customer/Account Manager
Experience required:
* Excellent Communications Skills, both verbal and written
* Outstanding organisational Skills and attention to details
* As this is a technical role, must be able to demonstrate a technical aptitude
* Proven experience in a similar customer facing support role
* Previous 1st line support experience or equivalent
* Previous experience of a call logging ticketing system
* Knowledge of Network Services, WLR3, Mobile Technology and Telephone Systems would be advantageous but not essential as full training provided
* Strong knowledge of Microsoft and computer literacy
* Experience of liaising with internal and external stakeholder
Positive can do attitude looking able to deliver in a fast paced environment
Proven experience meeting and exceeding team and individual KPIs
To apply for this job please visit definitejobs.co.uk.