Support Engineer

• Handling and prioritising tickets related to customer faults and achieving resolutions within agreed SLAs.
• Log, categorise & prioritise customer tickets in line with the relevant ticket banding and type.
• Conduct diagnosis of faults and attempt documented fixes appropriate to the fault where escalated to 2nd line support or 3rd party providers.
• End-to-end problem isolation and troubleshooting of service quality issues.
• Work with customers, internal or external, to resolve issues and ensure they have a positive experience dealing with us.
• Complete assigned daily tasks to ensure optimal network performance and end service for customers.
• Conduct remote installations and be on hand to help train customers where needed.
• Provide any technical support to field sales where complex help is required.
• Provide cover to other areas in the Hosted & Connectivity department where needed
• Resolve any SIP/VoIP faults, call quality issues or routing of traffic
• Able to troubleshoot network and router issues and identify root causses
• Potential in having to assist on site with any faults and identifying root causes of issues

• 1+ years of experience in customer service, telecommunications industry is a plus.
• Strong phone contact handling skills and active listening
• Ability to multi-task, prioritize, and manage time effectively.
• Familiarity with CRM systems
• Outlook 365 knowledge, * Self-starter with a focus on solving problems and providing solutions
• Solid organisational ability and a high attention to detail
• Customer-centric approach to service delivery
• Consistent exercise of independent judgment and discretion in matters of significance
• Good written and verbal communications skills
• Problem solver and solution provider

Job Types: Full-time, Permanent

Pay: £24,500.00-£27,000.00 per year

Benefits:

• Company events
• Company pension
• Gym membership
• On-site parking
• Private medical insurance
• Referral programme