First Line Technical Support
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Reporting to: Operations Manager
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Location: Office based (Reading)
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Remuneration: Competitive
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Apply now |
In summary:
The First Line Support Technician will be the first point of contact on the customer help desk. The technician will be required to monitor the 8el network, finding, resolving and reporting on faults.
Responsibilities include:
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Ensure that the 8el Service Level Agreements are adhered to |
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Monitoring the 8el network during office hours |
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Complete provisioning and change requests on the network |
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Initiating, building and maintaining customer relationships |
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Dealing with all customer enquiries/requests via phone or email |
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Logging details on internal Remedy database for all CS issues |
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Working with the technical team to resolve faults |
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Dealing with third party maintainers/service providers to resolve network/customer faults |
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Provide account reports for customers, fault reports for Sales/Account Management and statistical reports for 8el management |
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Monitoring the 8el network out of hours on a rota basis (classed as on call) |
The Candidate:
The postholder should be smartly presented at all times, with an excellent record of health and attendance. Ideally, the postholder should meet the following criteria:
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Excellent telephone manner |
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Must be bright and articulate |
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Previous customer service experience preferred (1st line/Previous Telecom experience/knowledge would be beneficial) |
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Able to build excellent business relationships with customers and suppliers |
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Must be methodical, organized and able to prioritise |
Package
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Competitive salary |
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Company share pool will apply |
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25 days paid holiday per annum (pro rata) |
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Bonus pay for monitoring the network out of hours (currently ฃ300 per week) |
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Company related expenses |
Hours
To apply for this position please email your CV to [email protected]
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