2nd Line Support
Full job description
Strand Recruitment
Salary: £30,000 – £32,400 per year
Superb opportunity for an experienced 2nd line support adviser, with a desire to work with organisation passionate about pushing the boundaries of tech. Please read on…
As a 2nd line support your duties will include, but not exclusive to:
Duties:
* Provide escalation support for 1st line call centre staff and engineers (in house and/or external contractors), as well as directly handling customer support requests. The technical support team also assist with order processing and service provisioning, as well as individual projects relevant to their role.
* As a customer facing representative of Boundless Networks, you are expected to present a smart and professional image and deliver an exemplary customer experience as an integral part of the role.
* As a member of the technical support team you are expected to carry out your duties in line with all company network policies and standards
* Day-to-day tasks will include:
1. Support ticket handling inline with SLA targets
2. Handling internal technical processes such as package changes or line of sight checks
3. Escalating network issues to the Network Operations Centre (NOC) or external supplier
4. Update network documentation
5. Other projects as define by the Team Leader or Management Team
The ideal candidate will have good experience in these areas:
*
1. Supporting end users including troubleshooting internet connection faults
2. Good customer service skills
3. Good understanding of WAN, WIFI and router configurations.
4. Ability to problem solve through situational, on-the-job and work assessments.
5. Previous work in an ISP support environment is preferred.
6. Experience working with one or more of these vendors is ideal but not preferred: Mikrotik, Ubiquiti, Cambium. Vendor specific training is provided.
Inreturn you will have a very inclusive working environment, focussed training and personal development plan. You will also enjoy some excellent perks such as free parking, a generous holiday allowance and company bonus.
To hear more, apply today
To apply for this job please visit definitejobs.co.uk.