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Telecom Engineer - Night

Location: Shoreham-by-Sea Salary: £25000 - £29000 per annum
Sector: Process Controls & Automation Type: Permanent
Contact: Nick Walmisley Job Published: 19 days ago

Telecoms Support NIGHT SHIFT - 5:30pm - 1:00am/12:30am - 9:00am

£26,000 - £29,000

This role will suit someone with Telecom support experience looking for a new challenge in a growing MSP. You will be providing 1st and 2nd Line Support across a range of areas including PBX, Hosted Telephone and WLR.

The role:

  • To provide 2nd line support to customer with fixed line faults covering PSTN, ISDN2, ISDN30 and DSL Broadband, support to customers with physical and hosted telephone systems.
  • Be an escalation point for 1st line Service Desk.
  • Provide training and shadowing to other support staff within the Service Operations department.
  • To understand and confidently investigate LAN faults in relation to DSL Broadband installs and telephony set up.
  • To understand and confidently interact with the Openreach network and services.
  • Answer the phone within the agreed target time, in relation to an overflow of 1st Line calls.
  • To diagnose, log, action and follow through to resolution all faults, including escalations whilst keeping the customer informed of progress.
  • To update your line manager on any outstanding faults or that have breached their SLT, in a timely manner.
  • To adhere and contribute to the company's quality system and processes, and their maintenance.
  • Actively contribute to and promote the use of best practice and continual service improvement within the team.
  • Contributing to the success of the Service Operations department and the Company.

The ideal candidate will have:

  • Telecoms experience
  • Customer service focused with an excellent telephone manner.
  • A demonstrable ability to follow process and build a reassuring rapport with customers.
  • The ability to remain calm and composed when dealing with difficult customers to establish confidence whilst an issue is resolved.
  • To quickly gather the right information from the customer, analyse the issue and take appropriate and timely action.
  • Target focused, and able to keep on top of all tasks and escalations whilst assuring excellent customer service at all times.

This would be a perfect role for someone with telecom support experience looking for a new challenge where you can grow with a successful IT business.

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
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