Technical Support Analyst

Technical Support Analyst

Deeside

26,750 + Pension, Bonus and private healthcare

A Technical Support Analyst is required for our telecoms client who are based in Deeside. The Technical Support Analyst will provide internal and external customer service, hardware provisioning, fault diagnostics and ongoing product support.

Duties & Responsibilities

* To provide an excellent customer service experience whilst managing customer expectations

* To manage faults, requests and enquiries on behalf of the customer in relation to Broadband & Hosted Telephony.

* To take responsibility of the issue through to resolution, providing proactive and regular progress updates to internal/external customers.

* Build and Provision VoIP Orders for customers.

* Provisioning and installing hardware.

* Provide product training to customers.

* To provide day to day product support to existing customers

* To be competent navigating 3rd party web portals and quick to learn technical processes.

* Site visits to resolve issues when required.

* Provide out of hours support to customers on a rota basis (optional)

Skills & Knowledge

* Telecoms background - knowledge of: Network hardware - PC's, Switches, Routers & Firewalls Networking TCP/IP, DNS, VPN's & Router configuration Hosted / IP Telephony systems & SIP Trunks

* Excellent Customer service and communication skills

* Affective time management skills, with a logical approach to problem solving.

* Ability to work under pressure and within time constraints.

* Ability to work alone as well as part as a team, managing workload whilst reviewing changing priorities.