Support Engineer (Telecoms)

Job Description

The Role:

Providing front-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 experience 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 - Mobile, desk phones & 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