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Technical Support Specialist

Connexin
Job LocationHull
EducationNot Mentioned
Salary20,000 - 22,000 per annum, negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Connexin are looking for a Technical Support Specialist to join our growing team!About us:Founded in 2006, Connexin is driven by an entrepreneurial spirit and world-leading technology. We specialise in award-winning IoT solutions, hosted telephony services, high-speed connectivity and low powered networks; we use these to build smarter, moreconnected cities and communities. We have successfully deployed and built multiple carrier-grade networks across the UK, supporting thousands of residents and businesses. Were on a mission to "Simplify technology to connect the real world with the digitalworld to improve the way we work, live and play". Are you up for joining us on the wayWhat we are looking for:The Technical Support Specialist will work as part of a dedicated team to provide exceptional support and expertise to our customers and partners across a range of Connexin services. Youll help to diagnose and resolve issues in a timely manner, as wellas advise end users on how to get the very best out of their technology. We are looking for someone who aims to continually improve processes, and thrives on customer success.Key responsibilities:

  • Provide support on a variety of telecommunications products such as voice services and broadband
  • Detailed problem and fault investigation for complex cases
  • Liaise with, and escalate to, external suppliers and other Connexin departments to ensure minimum disruption and downtime to customers
  • Own the resolution of customer issues in accordance with processes and policies
  • Drive the continuous improvement of our technical support processes, based on internal data insights, customer feedback, and changes in the technology market
  • Work to achieve determined SLAs, quality standards and other KPIs
  • Support Connexin Engineers working on the front line by liaising directly with our end users
  • Identify, raise and coordinate incidents as required
  • Utilise initiative whilst making valuable contributions to the team
  • Prioritise own workload through use of effective time management skills
Skills, competencies & experience:
  • A sound understanding of Network Technologies such as Fixed Wireless access, Fibre and LPWAN including Protocols (Static, OSPF & BGP, VLANs, ACLs, VPNs, SNMP and MPLS)
  • Understanding of Network platforms including Cisco Catalyst Series, CiscoASR Series and CiscoMeraki
  • Proven experience providing support in a similar or 2nd line support function within the telecoms, IT or Broadband sphere
  • Have excellent people skills and have great empathy with customers
  • Analytical mindset - with the ability to review and improve internal diagnostic processes
  • A genuine passion for technology and the confidence to lead on and resolve technical issues

Keyskills :
BroadbandCustomer ServiceFibreVoIPIOT

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