IT Helpdesk Technician

• Provide technical telephone support to customers, resolving faults and enquiries wherever possible at first touch
• Deliver a high standard of customer service, keeping customers informed about the progress of faults or enquiries and providing clear guidance and support
• Use remote troubleshooting tools to diagnose and resolve technical hardware, software and broadband issues, and make changes to customers telephony configurations through relevant systems and online portals
• Install, update and maintain software and systems; accurately record customer interactions and keep customer and administrative information up to date
• Work with technical teams, third-party suppliers and carriers to resolve faults, escalating urgent or complex issues when required and ensuring a satisfactory customer resolution
• Take an active role in training and development, keep product, service and system knowledge current, and support and mentor new team members

Technologies:

• Android
• Hardware
• Support, Were looking for an IT Helpdesk Technician to join our friendly, fast-paced Technical Support team at O2 Business. Youll work closely with our wider technical teams and external suppliers to deliver excellent customer service and solve technical problems. We offer fantastic training, ongoing support and the tools you need to succeed, along with opportunities to develop your technical knowledge, build valuable skills and take on new challenges. The role is 37.5 hours per week, Monday to Friday, with working hours of 8:30 or 9:00 to 17:00 or 17:30.

• Strong knowledge of VOIP and networking, including routers, switches and IP addresses
• Customer service experience
• Strong communication skills
• Ability to thrive in a fast-paced environment
• Strong organisational skills
• Previous experience with Android applications is desirable