Technical Analyst

Recruitment Genius
Solihull, West Midlands, England
£15000 - £19000 per annum
02 Jun 2017
01 Jul 2017
Recruitment Genius Ltd
Contract Type
Full Time
Overview Technical Analyst

Technical Analyst required for a leading Telecommunications/Internet Service Provider based in Solihull, who specialise in VoIP and Internet Connectivity solutions. You will be required to deliver support to customers across various services, acting as 1st and 2nd line in answering and logging customer tickets and using service desk and powerful diagnostic tools to resolve their issues.

Core Responsibilities

- Provide 1st and 2nd line technical support for broadband connections and routers
- Provide 1st and 2nd line technical support for inbound voice services
- Chase partners and suppliers for resolutions/fixes
- Keep customers updated at all times, closing tickets when normal service is resumed
- Use of web portals to place orders for broadband & leased line circuits with our suppliers
- Use of web portals to create domain and email accounts
- Use of web portals to create inbound voice services
- Provide general technical phone support Monday to Friday 08:30 to 17:30
- Provide emergency on-call support out-of-hours on a rota basis

Skills and Competencies

- Proficient in the troubleshooting and resolution of customer queries
- Able to utilise a wide range of tools to investigate, diagnose and fix, and when appropriate forwarding specialist issues to the appropriate team
- Good problem solving skills, with a methodical and structured approach to problem solving
- Basic understanding of networks
- Basic understanding of databases
- Ability to understand IT technical terminology
- Excellent written and verbal communications skills
- Good understanding of Microsoft Office software i.e. Excel, Word

The Person

You must be self-motivated, enthusiastic and hard working to join our support team. You must be customer service focused with a can-do attitude, previous experience in telecommunications ISP/Support is desirable but training will be provided. You should have a clean driving license, willing to work in a team that works hard and plays hard!

Support Engineer, Support Desk, Support Advisor, Helpdesk, Internet Service Provider, Customer Service Advisor, 1st 2nd Line Service Desk Support Analyst

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