1st Line Telecoms Support

1st Line Telecoms Support

Location: Team Valley, Gateshead

Salary: Competitive

Role Grade: 3C

Contact Type: Full-Time, Permanent

About us:

Agilico is a fast-growing technology business, whoseobjective is to provide high quality technology solutions tailored toindividual customer requirements.

Our goal is to maximise operational effectiveness and makework easier for our clients using cutting-edge workplace technology. Ourexpertise and experience spans four key areas: Managed Print, InformationManagement, Agile Working, and Telecoms & IT.

The role:

The 1st Line Support is responsible for assisting theOperations Director in delivering a first-class support service to all AgilicoTelecoms customers.

Acting primarily in a 1st line support capacity, resolvingissues remotely or escalating to a Telecoms Engineer or Telecoms provider.

The varied role requires a team player who has the abilityto manage their time efficiently and priorities or escalate technical issues toensure a prompt resolution.

Key responsibilities:

• To maintain a high degree of customer service when respondingto all support issues.
• Assist diagnose and resolve faults with Network Services,Internet Access and both Cloud Based and On-Premise Telephone Systems.
• Raise support Autotask tickets for incoming customer issuesvia telephone, email or escalated by an Account Manager.
• Providing 1st line technical diagnostic to customers.
• Priorities Support tickets in accordance with company SLAs,providing customers with updates in relation to response SLA and consequentlyupdating Autotask ticket and managing customer expectations.
• Liaise with third party suppliers and contractors and followescalation paths as required.
• To take ownership of support issues and seek closureensuring all relevant support procedures are followed.
• Daily monitoring of the Customer Service email inbox.
• Escalation of complex calls to the relevant support teammember.
• Coordinate IT & Telecoms projects identified by Sales;documenting project, ordering and allocating goods, assigning and scheduling2nd Line Engineer visits/installations and providing regular updates tocustomer/Account Manager.
• Ensure Telecoms & IT equipment are delivered to customersite in accordance with any project timescale or engineer scheduled sitevisits.
• Identify possible sales opportunities.
• Assist our Finance department with customer invoicing.
• Participation in out of hours support on a rota basis.
• Propose, recommend and implement process and systemimprovements.
• To undertake such other duties, training and/or hours ofwork as may be reasonably required, and which are consistent with the generalleave of responsibility of this job as detailed by the line manager

Experience:

• Excellent Communications Skills, both verbal and written
• Outstanding organisational Skills and attention to details
• As this is a technical role, must be able to demonstrate atechnical aptitude
• Proven experience in a similar customer facing support role.
• Previous 1st line support experience or equivalent.
• Previous experience of a call logging ticketing system.
• Knowledge of Network Services, WLR3, Mobile Technology andTelephone Systems would be advantageous but not essential as full trainingprovided
• Strong knowledge of Microsoft and computer literacy.
• Experience of liaising with internal and externalstakeholder

Skills:

• Positive can do attitude looking able to deliver in a fastpaced environment
• Proven experience meeting and exceeding team and individualKPIs

Benefits:

• 23 days holiday plus bank holidays, rising to 28 days
• Stakeholder pension scheme
• Benefits hub
• Healthcare cashplan
• EAP scheme
• Cycle to work scheme