£18000.00 - £22000.00
The Support Technician is responsible for providing first and second line support for inbound queries relating to our Clients products and services to existing customers, suppliers and end users. Reporting to the Technical Support the Manager, the Support Technician will ensure the delivery of exceptional customer services within the diagnosis and resolution of reporting issues.
Our client is a leading technology & communications provider with a market leading product/service. Their offering is quickly gaining a greater market share and has no signs of slowing down.
Actioning assigned Support tickets, responding to inbound customer queries and complaints Performing diagnostics, utilising external and internal back-end systems Liaison with internal departments to resolve identified technical issues Escalating complaints and unresolved issues to Senior Support Technicians, Support Manager and Suppliers, where required Appropriately log and analyse call content to identify common trends and underlying problems Configuration of hardware based on default settings and customer requirements Generation and delivery of training material to internal departments and third parties Contribute to the production of department knowledge-base material To act in accordance with the behaviours and values of our Clients within general practice To observe and adhere to Exa Networks’ policies and procedures to support the IMS
Qualifications and Experience
Educated to GCSE level, inclusive of Maths and English
Previous experience within a Technical Support environment (one year +)
Exceptional organisation and planning skills, with an ability to manage and prioritise workloads autonomously
Exceptional communication and interpersonal skills, with an ability to adapt to the needs and requirements of others
Innovative and analytical approach to problem solving, focusing on delivering outcomes to an exceptional standard
The ability to diagnose and assist customers with Connectivity queries across a variety of technologies
A good understanding of 3G and 4G data technology at an intermediate level
A good working knowledge of PSTN and the ability to diagnose intermediate level issues
A good working knowledge of ADSL and FTTC broadband at an intermediate level
A basic understanding of FTTP, G-Fast, Leased Lines, Dark Fibre technologies and an entry level ability to diagnose such issues
Good understanding Domain, DNS, Mail, Web and MySQL technologies with an intermediate diagnostics skillset
A good working knowledge of content filtering and the ability to diagnose intermediate level queries
A good understanding of routers and firewalls with the ability to complete intermediate level configurations and diagnostic
Behaviours Leadership: Essentials
Empowered within own work, taking pride when delivering work individually and as a team. Promoting opportunities for the growth of others and providing opportunities for learning and sharing new skills and information. Leading by example.
Innovation: Welcoming new ideas and aim to continuously move forward, innovate and improve. Finding solutions, overcoming obstacles and delivering on promises. Challenging ideas and daring to push yourself to be the best.
Community: Pulling together selflessly to create a culture of inclusion built on trust, respect and dignity for all. Showing up for your colleagues and working to create a positive and working environment and culture
Accountability: Holding yourself accountable for outcomes, good or bad. Proactively using mistakes as an opportunity to share and learn. Operating with Transparency and integrity, whilst working towards a common goal.
Customer Focus: Setting high standards for yourself and giving our customers added value beyond expectations. Making decisions based upon how well our products serve our customers and ensuring that our customers are a top priority.
Experience within Telecommunications industry/environment (one year +)
Skilled and experienced within the use of IT Software, being adaptable and quick to learn new software
Awareness of Industry specific regulatory requirements
Some experience supporting and maintaining MOOC systems
A basic working knowledge of VOIP and SIP with the ability to perform entry level diagnostics and feature requests
Fill in the form with your details and one of our team will give you a callback. Our team are happy to help with any questions or queries you may have, whether it’s about available roles or positions you are looking to fill.
Hi, my name is Ronan Cezar.
I was recently assisted by Douglas Charles team for a job position.
I was able to get an offer thanks to Mr. David Armitage and Mrs. Sharon Devine.
David and Sharon were not only supportive, kind and patient, they were the key element to make my new job possible.
I hope everyone looking for a job could have such an incredible assistance.
Thanks Sharon and David,
International Business Partner - International Business Partner, VIOOH Limited
“Throughout the recruitment process Sharon kept me fully up to date with the progress of my application. Arranging the interview with the recruiting company and communicating professionally and timely at all stages.
Sharon supported me and answered any questions I had prior to the interview. Sharon’s support and advice was invaluable and the match between job role and candidate experience and suitability was second to none. I highly recommend this recruitment business for finding the right people for the right roles, I have worked with recruiters previously both as a recruiting manager in business and as a candidate, and Douglas Charles Recruitment stands out as a step ahead of the rest, fantastic service that delivers results! Thankyou.!”
I truly love my job and your help was a major factor in this life change move for me and I am very grateful to you.
Customer Service and Retentions Manager - Simply Vehicle Leasing
Douglas Charles deliver a professional and personalised service, they make you feel comfortable putting your trust in them to find the right fit of candidate for your role. Sharon our consultant is friendly, approachable, helpful and understanding, she demonstrates professionalism and passion in her work. I appreciate her quick response, efficiency and prompt follow-ups to my requests. She knows and understands how we work here at Slingsby’s and will not swamp you with CV’s only forwarding those of people likely to be a good fit.
Thanks for all your help Sharon
|Morag J Tearne|
HR, Health & Safety Manager
Various Office Based Roles - HC Slingsby PLC
Douglas Charles Recruitment helped me to recruit two superb new people to join my team at Business Coaches Yorkshire Ltd, my Action Coach franchise and I would recommend Douglas Charles to anyone looking for support with recruiting.
Sharon, my main contact, was amazingly helpful from our first meeting through to checking in after the team members had started to make sure everything was good.
On our initial call Sharon asked lots of questions to get clarity on the business, the roles I was looking to recruit and what I needed skills and behaviour wise from candidates. She used all of this information gleaned to turn my job description into an effective job advert and tweaked this over a few weeks to ensure the candidates applying matched the profile needed.
Sharon worked closely with me to accommodate the recruitment process I wanted to use – CV screening, an initial telephone interview by Sharon, a group interview and then 121 interviews with me.
She easily adjusted her ways of working to meet my needs and in the group interview was an invaluable second pair of eyes and ears – offering sound insight on the candidates and willing to voice her opinion to help me reach a decision on who to invite to the next stage.
Sharon worked hard to find the right candidates – matching people both on skills and attitude for my requirements. She is highly personable, a great support during the recruitment process and a good judge of character.
The candidates experience was equally positive – with both of them describing Sharon as incredibly friendly – she quickly put them at ease, was very informative and clear on what to expect and responsive to their queries and questions.
I would recommend Douglas Charles Recruitment to anyone looking to recruit.
Business Growth Specialist
Telemarketer - Business Coaches Yorkshire Ltd
Sharon and David at Douglas Charles listened and understood my dilemma when I had a problem. Only then did they look for suitable relevant opportunities for me.
Within two weeks I had two job offers. I would recommend Douglas Charles to anybody who is looking for new staff or a new job.
- Burrow & Crowe Ltd
I have used Douglas Charles recruitment for our professional needs.
They are an amazing agency and they take the time to actually listen and get to know the company and the ethos that they are recruiting for. This is what sets them apart from the rest.
Managing Director - Wakefield Pharmacy