1st Line Technical Support, Exeter

Recruiter
Peoplecom Ltd
Location
Exeter
Salary
15000.0000
Posted
17 May 2017
Closes
16 Jun 2017
Contract Type
Permanent
Hours
Full Time

"1st line" cisco ccna "service desk " help desk" "technical support"

1st line Technical Support Analysts x 4 for a major UK managed services provider

Up to £17k base (plus additional 30% shift allowance for night shifts where appropriate) plus bonus and benefits

Exeter

As a Technical Support Analyst you will provide 1st Line Technical Support to customers, both internal and external, across a portfolio of products in line with agreed SLAs. You will work in collaboration and support other technical departments/groups

This role would involve working in shift arrangements,.

Your key accountabilities in this role would include:

  • 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:

  • 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

In addition to your base salary you will also receive a shift allowance and a competitive benefits package.

We’re evolving as an organisation, helping our customers to connect with the things that matter. What better time to join us?