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1st Line Support

Employer
SSA
Location
UK
Salary
Competitive
Closing date
23 Jul 2021

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Sector
Technology & New Media
Contract Type
Permanent
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Job Details

1 st Line Support Analyst

Towcester - Northamptonshire

£18k - £20k depending on experience

IT Support, Telephony, Telco, Exchange, Windows Server, Helpdesk, Mobility, Microsoft, Windows, Office365, Remote Support, 1 st Line, MCSA, Active Directory / AD, CRM

My client exists to supply Connectivity as a Service (CaaS) solutions to businesses in the UK. they provide IT, Connectivity, Telephony & Mobile all inter-connected from one supplier, with one helpdesk and one monthly bill. My client is a Microsoft Gold partner with a compelling proposition, growing fast and the team needs to grow to ensure we provide five-star service to our new and existing clients.

The Role:

Providing first line service and support to our clients, with a telecoms specialism. Diagnose, trouble-shoot and resolve issues quickly and efficiently. Escalate more complex issues to more experienced colleagues. Keep a detailed CRM record of all transactions to ensure accurate reporting.

The Candidate:

The ideal candidate for this position will be looking to take their first serious step on a career in telecoms and IT. A good communicator and administrator they will appreciate the importance of providing high quality service.

Main Duties:

Inbound support request diagnosis and resolution:

IT - Some simple first line issues independently; refer majority to colleagues

Connectivity - line faults; network and router configuration

Telephony - new connections; ports; user management, hunt groups & call routing

Mobile - new connections; ports & migrations; replacement SIM cards & SIM swaps

Hardware requests - mobiles, deskphones & peripherals

Maintenance - Monitor consumption and react accordingly

Mobile - manage alerts and provide corrective action

Respond to simple billing queries and pass escalations to billing manager

Qualifications:

Team-player with a friendly, can-do attitude - essential

Good communication and administrational skills - essential

Telecoms support experience - ideal not essential

IT Support, Telephony, Telco, Exchange, Windows Server, Helpdesk, Mobility, Microsoft, Windows, Office365, Remote Support, 1 st Line, MCSA, Active Directory / AD, CRM
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