Technical Support Advisor 2nd Line Telco

Focus Group

Birmingham, UK

22 days ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Working hours

Regular working hours

Job source

www.collegerecruiter.com

Tech stack

Dynamic Host Configuration Protocol IP Addressing Network Troubleshooting SAP Sales and Distribution Network Routers

Job description

In this role, you’‘ll provide a first-class service to Focus Group customers through handling of 2nd line service queries, as part of our Product Services team. You’‘ll provide advanced technical support and issue resolution., * Responsible for cases functionally escalated from 1st line, ensuring these are assigned and progressed in priority order.

Be available for overflow calls from the 1st line team and, as a minimum, to meet any agreed personal call targets.
To diagnose, log, action and follow through to resolution cases, including escalations whilst keeping the customer informed of progress. Be able to identify when a case cannot be fixed remotely and route straight into Field Allocation for a site visit.
Troubleshoot hardware and software problems.
Configure applications and systems.
Drive outbound calling to resolve cases in a timely manner and avoid delays where possible

Requirements

Experience in a customer facing technical support role, supporting telecoms or connectivity.
High level knowledge of broadband and leased line technology and confidence in router configuration.
Proficiency in network troubleshooting, including IP addressing, DHCP allocation and Meraki SDN/SD-WAN.
Accreditations in cloud-based phone solutions including Horizon, LG, Wildix, EvolveIP.
Good understanding of on-premise phone systems including a basic knowledge of configuration

Benefits & conditions

Generous Holidays Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthday
Give Back Enjoy paid volunteering days to support causes you care about
Referral Rewards Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team
Social Events Join in on regular social events and connect with your colleagues in a fun and relaxed environment

About the company

Established in 2003, Focus Group is one of the UK’s fastest-growing tech providers, empowering over 30,000 businesses nationwide. With over 1,000 employees and a $1bn valuation, we are a dynamic force in the industry.