1st Line Support - Telecoms
1st Line Support - Telecoms Position: Helpdesk - 1st Line Technical Support Location: Croydon Salary: £24,000 - £28,000 (negotiable depending on experience) Experience: Telecoms / VoIP support / TCP / IP routers Our client is a leading telecommunications company who install and support converged voice and data solutions. The company is growing and offers excellent career prospects. There is now a requirement for a Help Desk specialist to join the Team the successful candidate will have ideally a background working on a telecoms Help Desk and expereince of technologies such as VoIP, PBX, hosted telephony, MPLS, Calls & Lines. Helpdesk - 1st Line Technical Support The company is seeking a 1st Line Technical Support Agent to join a busy service desk where customer care is priority. You will be passionate about delivering exceptional customer service in a fast paced environment. We are committed to developing or teams and there are opportunities to grow and excel within the business. You will be providing 1st point of contact support for our UK customers, by email, telephone. Working in a team of 1st and 2nd Line Support engineers, supporting a range of Voice over IP technologies including, Gamma Horizon, Samsung OfficeServ, Alcatel-Lucent Voice and Data. Responsibilities: Provide a single point of contact for our customers, maintaining professionalism at all times and ensuring our customers are kept updated on progress and resolution Obtaining accurate user and fault information and logging it on the call management system. Providing first line technical support & troubleshooting. Triage of tickets and queue management, assigning tickets that cannot be resolved to 2nd line support staff. Diagnosing and resolving technical incidents and requests Remotely connecting to customers systems 3rd Party Application and Service Portals Provide basic training and guidance to customers on our products Escalation of major incidents and complaints to Service Management Team Logging Incidents and requests in our Service Management tool, working to an agreed priority matrix Required Skills: Ideally xxpereince in a office based Customer Support role for a Telco (PBX, VoIP, telephony) Experience of working with bespoke software products and hardware is essential Excellent communication skills, both verbally and written Able to work under pressure in sometimes sensitive situations A strong team player with a can do attitude Excellent Customer Service Skills Troubleshooting & Diagnostic skills An analytical approach to problem solving A commitment to the customer and to continuous learning and personal development Good interpersonal skills Adaptability Able to take ownership of incidents and see through to resolution Excellent Customer Service skills with a passion for service Experience and understanding of TCP/IP routers, switching and basic networking technologies would be beneficial but not essential. Previous experience of using remote access tools Telephony experience including systems and integration beneficial but not essential. Commercial awareness Tolerance of stressful situations.