Support Desk Engineer - Telecoms

☞ Berry Telecom Ltd

View: 101

Update day: 01-06-2024

Location: Salisbury South West

Category: Telecommunications

Industry:

Job type: Full-time, Permanent

Salary: £20,000 - £30,000 a year

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Job content

To maintain our full range of telephony products on customer sites across the UK by providing remote support to the end user. Working alongside our team of Support Desk Engineers you will be responsible for resolving technical queries in line with our ticket process in a timely and courteous manner.

To provide remote Technical Support to all of our customers/products installed in the field (occasional site visits may be required)

Update support tickets and customer information on our in-house CRM system, ensuring that your notes are thorough and clear at all times.

Provide clear and concise communication with the customer throughout all stages of the ticket process.

Log customer faults with 3rd party suppliers, ensuring that the customer is kept up to date with all progress.

Identify any potential issues and implement a resolution before they arise.

Ensure any changes/resolutions are fully tested before closing/completing the tickets.

Configure broadband routers to ensure a seamless service migration.

Adhere to the support SLA’s and response times.

Always act in the best interest of our customers.

Support fellow Engineers both remotely and on site.

To work and resolve tickets in accordance with the department’s SLAs.

To drive monthly Trust Pilot and Google Reviews.

Experience/Skills Required:

Previous experience working within a similar role (minimum 2 years’ experience)

Previous knowledge/accreditation with Telephone systems (preferably LG IPECS or Grandstream UCM, however other vendors considered)

Ability to use initiative with excellent problem-solving skills.

Strong communication and interpersonal skills.

Job Types: Full-time, Permanent

Salary: £20,000.00-£30,000.00 per year

Benefits:

  • Additional leave
  • Company events
  • Company pension
  • Gym membership
  • On-site parking
  • Sick pay
  • Wellness programmes
  • Work from home

Schedule:

  • Monday to Friday

Education:

  • GCSE or equivalent (preferred)

Work remotely:

  • Temporarily due to COVID-19
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Deadline: 16-07-2024

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