Support Technician

Job Description

The Support Technician is responsible for providing first and second line support for inbound queries relating to our Clients products and services to existing customers, suppliers and end users. Reporting to the Technical Support the Manager,the Support Technician will ensure the delivery of exceptional customer services within the diagnosis and resolution of reporting issues.Our client is a leading technology & communications provider with a market leading product/service. Their offering is quickly gaining a greater market share and has no signs of slowing down.Duties:Actioning assigned Support tickets, responding to inbound customer queries and complaints Performing diagnostics, utilising external and internal back-end systems Liaison with internal departments to resolve identified technical issues Escalating complaintsand unresolved issues to Senior Support Technicians, Support Manager and Suppliers, where required Appropriately log and analyse call content to identify common trends and underlying problems Configuration of hardware based on default settings and customerrequirements Generation and delivery of training material to internal departments and third parties Contribute to the production of department knowledge-base material To act in accordance with the behaviours and values of our Clients within general practiceTo observe and adhere to Exa Networks policies and procedures to support the IMSQualifications and ExperienceEssentialsEducated to GCSE level, inclusive of Maths and EnglishPrevious experience within a Technical Support environment (one year +)Exceptional organisation and planning skills, with an ability to manage and prioritise workloads autonomouslyExceptional communication and interpersonal skills, with an ability to adapt to the needs and requirements of othersInnovative and analytical approach to problem solving, focusing on delivering outcomes to an exceptional standardThe ability to diagnose and assist customers with Connectivity queries across a variety of technologiesA good understanding of 3G and 4G data technology at an intermediate levelA good working knowledge of PSTN and the ability to diagnose intermediate level issuesA good working knowledge of ADSL and FTTC broadband at an intermediate levelA basic understanding of FTTP, G-Fast, Leased Lines, Dark Fibre technologies and an entry level ability to diagnose such issuesGood understanding Domain, DNS, Mail, Web and MySQL technologies with an intermediate diagnostics skillsetA good working knowledge of content filtering and the ability to diagnose intermediate level queriesA good understanding of routers and firewalls with the ability to complete intermediate level configurations and diagnosticBehaviours Leadership: EssentialsEmpowered within own work, taking pride when delivering work individually and as a team. Promoting opportunities for the growth of others and providing opportunities for learning and sharing new skills and information. Leading by example.Innovation: Welcoming new ideas and aim to continuously move forward, innovate and improve. Finding solutions, overcoming obstacles and delivering on promises. Challenging ideas and daring to push yourself to be the best.Community: Pulling together selflessly to create a culture of inclusion built on trust, respect and dignity for all. Showing up for your colleagues and working to create a positive and working environment and cultureAccountability: Holding yourself accountable for outcomes, good or bad. Proactively using mistakes as an opportunity to share and learn. Operating with Transparency and integrity, whilst working towards a common goal.Customer Focus: Setting high standards for yourself and giving our customers added value beyond expectations. Making decisions based upon how well our products serve our customers and ensuring that our customers are a top priority.DesirablesExperience within Telecommunications industry/environment (one year +)Skilled and experienced within the use of IT Software, being adaptable and quick to learn new softwareAwareness of Industry specific regulatory requirementsSome experience supporting and maintaining MOOC systemsA basic working knowledge of VOIP and SIP with the ability to perform entry level diagnostics and feature requests