Full Time
HQ Whiteley
Posted 4 weeks ago

Main Job Description

  • To provide an initial point of contact via the phone to all contractual clients, log tickets with SLA’s set and collating all details of the issue.
  • To work with the technical support team to identify problems and assist with solutions.
  • Providing support to all clients, updating change control and ensuring business continuity.
  • Manage faults through to completion, keeping our Customers updated and liaising with 3rd party Suppliers.
  • Carrying out routine maintenance tasks on client’s phone systems.
  • To accept escalations from our 1st Line Support Team and manage the complex tasks through to fix and completion.
  • To support the junior members of the Team, aiding their development.
  • Support the Head of Telecoms Operations to develop the Team and meet the Businesses KPI goals and objectives.

Personal Attributes

  • A real passion for Customer Service and Telecoms.
  • Excellent telephone manner.
  • Good written communication skills.
  • Good attention to detail.
  • Willingness and ability to embrace change and learn new technologies.
  • Ability to work within a high volume and fast paced environment.
  • Customer focused ethos and committed to providing a professional service.
  • Flexible approach to work.
  • Logical approach to problem solving.
  • Able to prioritise, manage and track multiple activities and tasks.
  • Enthusiastic approach and can-do attitude.
  • A Team player who supports the Team objectives and thrives to always do better.

Essential Skills

  • 2 years’ experience of working in a Service Desk environment.
  • Experience of working with PBX and cloud-based systems including NEC SV8100, SV9100, LG iPECS, WHC, Mitel Hosted.
  • A good understanding of NEC PBX hardware including cards and handsets.
  • Understanding of ISDN 2/30, PSTN, ADSL, fibre, EFM and Leased Lines.
  • Knowledge of routers and networking (Draytek, Technicolor, LAN/WAN).
  • Knowledge of Windows desktop operating systems and 365.
  • SIP Trunk, VoIP, Hosted and Networking experience – VLAN, Wi-Fi and VPN.
  • Experience with using a Service Management system to manage incidents and requests.

Desirable Skills

  • Formal Telecoms Qualifications – NEC, Unified Communications.
  • Field Telecoms Engineering experience.

Full driving license and access to car.

Additional Information

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