1st Line Tech Support

Sarah West Recruitment Ltd
09 Nov 2017
16 Nov 2017
Contract Type
Full Time

1st Line Tech Support

We are looking for 1st Line Tech Support Advisors for our client, who is a leader in the communications industry. You will be working from their Exeter office and be a key player in not only delivery technical support to your customers, but also 1st class customer service.

It is a permanent role where you will work core hours covering from 8.00am - 8.00pm on a shift basis.

What will your role as 1st Line Tech Support involve?

  • In conjunction with the customer, service provider(s), and colleagues, undertake detailed diagnostic and troubleshooting routines
  • Own incidents to resolution or, where unable to resolve, escalate to the correct senior team
  • Provide exceptional customer service through proactive management of customer faults within Service Level Agreements
  • Ensure all ticket queues are managed in line with quantitative and qualitative objectives of providing exceptional customer service through Technical Support
  • Adhere to all appropriate processes and procedures e.g. Incident Management, Complaints Management

You will ideally have:

  • Previous customer service in an IT/ tech environment
  • Comprehensive understanding of the Internet and related protocols: TCP/IP, WAN Switching, VPN, DSL topology
  • Good understanding of Computer Operating Systems, Computer Networks and Internet Related Software
  • Good experience of working in a Unix/Microsoft environment.
  • Strong trouble-shooting/diagnostic and analytical skills
  • Good standard of Maths & English
  • Formal training/qualification in Data Networks and/or Cisco Systems

As well as a salary of £18,250 you will also have an enhanced package that includes 25 days holiday, free parking, pension and much more!

This job was originally posted as www.jobsite.co.uk/job/959503050