Connecting Talent to opportunity

Connecting Talent to opportunity

Technical Support Engineer - Telecoms

Expired

Job Description:

Technical Support Engineer - Tier 2 This is a fantastic opportunity for an entrepreneurial minded, excellence driven individual to drive customer growth at one of the most innovative telecoms companies in the UK. The Role: As a Technical Support Engineer, you will be responsible for supporting the business and their residential customer base. An industry leader in low latency fibre to the premises within central London, the business is seeing rapid growth and is expanding its customer base and product set. As a Technical Support Engineer, you will be responsible for supporting installed services, assisting in the provisioning of new services along with a varied array of other day to day activities. The main goal of the support team when dealing with any issue, is to identify the problem, understand the impact to the customer and bring the fault to a resolution as quickly as possible. The Responsibilities:
  1. Fault Management
  • Ascertain the customers problem and ensure you have a solid understanding of the issue.
  • Understand the timeline of the fault and the impact to the customer.
    • When did he fault begin? How many people are impacted? etc.
  • Set realistic next steps and timeframes associated with those follow-up actions.
  • Manage any 3rd party resources required to assist in fault resolution.
  • Escalate where necessary and within a timely manner, to ensure that the fault receives the correct level of attention and support.
  • Ensure accurate and detailed communication is always maintained with the customer until the fault is resolved.
  1. Other Responsibilities
  • Complete day-to-day network administrative tasks
  • Assist in the provisioning of new cabinets
  • Create Documentation that support customers and aid fault resolution
  • Dealing with 3rd party contractors and other departments
  • Testing new technologies
  • Must be able to work independently and within a team
  • Troubleshooting Connectivity, Wi-Fi, VoIP and other ISP related issues

The Deliverables:

  • Maintain a high level of customer service
  • Deal with issues quickly and efficiently
  • Manage your ticket backlog within agreed limits
  • On-Call requirement once on-boarded
  • Highly flexible and adapatable to new situations and technologies
  • A strong desire to learn and improve

You Offer:

You will have strong multitasking & problem-solving abilities, excellent communication, customer handling and inter-personal skills. You will also have strong planning, organising and prioritising abilities, be customer and team focused. Be able to to cope with change and adapt quickly to a developing type of service delivery.

You Have:

  • ISP/Telco Experience
  • Customer Support Experience
  • Minimum CCNA certification or equivalent experience

Matchtech acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers and is part of Gattaca Plc.

Gattaca Plc provides support services to Matchtech and may assist with processing your application.

  • Job Type

    Permanent, Full Time

  • Work Authorisation

    No

  • Industry Sector Other