Second Line Support Engineer

The Service Delivery team plays a key role in supporting our customers, and were looking for a new 2nd Line Service Desk Engineer to join them. Based in our newly refurbished Fareham offices and reporting to the Service Desk Team Lead, you will be responsible for resolving escalated phone, email, and remote enquiries from our IT and Telecoms customers, delivering excellent service and technical expertise across a wide range of issues.

This would represent a great opportunity if youre looking to take your career working in service delivery support to the next level a fantastic role with a proven development track, in a company committed to the growth of our employees.

What do we offer?

• Holiday rising with each year of service

• Your Birthday Off - after all it's the most important day of the year!

• Buy/Sell holiday scheme

• Access to Perkbox platform

• Free eye tests & support towards glasses

• Our Employee Assistance Programme offering confidential Wellbeing Support

• Regular events and activities throughout the year including our famous Christmas Party & Employee Awards!

• Company pension scheme

Youll get involved in:

• Responding to customer faults and issues raised to the helpdesk either by phone or email resolving them within SLA.
• Programming, maintenance, and support of a range of systems
• Wi-Fi solutions
• Integration of CRM systems.
• Backup solutions
• Delivering training on all Aerial Direct offered services
• Working to resolve technical customer complaints
• Identify potential cross sell and upsell opportunities with existing customers to pass on to the sales teams
• To document all Customer product and services ensuring security and standards are adhered to.
• Acting as the face of Aerial Direct and provide top class industry leading Customer Service.

Ideally, youll have experience of:

• SIP, including configuration, protocol and SIP trunking.
• High level of IP understanding, networking, and VLAN.
• Microsoft 365 migration and new tenant set up.
• Cabling to a high level
• Hosted and PBX Telecoms configuration and fault finding
• Router configuration
• Programming, maintenance and support of Hosted Telephony Solutions IP Cortex, Gamma. Integration of CRM systems. o Programming, maintenance and support of Virtual PBX.
• Programming, maintenance and support of Cabling and Networking, including switches.
• Access points and point to point solutions Ubiquiti.
• Programming, maintenance and support of Routers and Firewalls for Leased Lines and other Connectivity Draytek, WatchGuard.
• Wi-Fi solutions Ubiquiti.
• Programming and support of Laptops or Desktops Dell and HP.
• Programming, maintenance and support of Servers Virtual and on Prem.
• Programming, maintenance and support of Microsoft 365, Anti-Virus, Remote Management Systems and Backup solutions.
• Door entry system programming, maintenance and support.
• Fault finding and testing.
• Training Customers.

Do you have experience in Customer service?

Pulled from the full job description

• Employee discount
• Employee assistance programme
• Company pension

We exist to enable our customers to have the conversations that matter. We do this through effective partnerships and a great customer experience. Working at Aerial Direct offers the opportunity to be part of a supportive and professional environment where your contribution is recognised and valued. We believe in giving our employees the tools, training, and support they need to succeed, while providing opportunities to develop new skills and grow within the business. You'll work on a variety of tasks, collaborate with different teams across the organisation, and play an important role in the day-to-day success of the company. We are proud to be one of the UKs leading independent providers of telecommunications. We are equally as proud of our employees who have helped us become one of the largest O2 partners in the UK. Our Process Step 1: Is there a fit? Youll have a chat with our Talent Acquisition team, talk through your past experiences and what it is youre looking for from your career Step 2: Meet with your would-be manager, our Service Desk Team Lead, and a member of the team to talk through your motivations, whilst also getting a feeling for Aerial Direct. Youll run through a few scenario based questions, and get the opportunity to ask anything youd like to learn about. Step 3: If it looks like a good fit from both sides, well be looking to make you an offer! Our Values: All: We are one team enabling each other and the business to thrive Elite: We will be the very best that we can be for our customers and our colleagues Respectful: We show respect for our environment, our people and above all else, our customers Impeccable: We will deliver the best customer experience and service in all we do Agile: Were always looking to be one step ahead, quick to move, and to anticipate our customers needs Limitless: We seek continuous improvement in order to grow and develop the business