1st Line Telecoms Service Desk Engineer, GET STAFFED ONLINE RECRUITMENT LIMITED
Posted 5 days ago by Guardian Jobs
Negotiable
Undetermined
Undetermined
Whiteley, England, United Kingdom
Summary: The 1st Line Telecoms Service Desk Engineer role at Tailor Made Technologies involves providing initial support to clients over the phone, resolving or escalating telecom issues. The position requires logging tickets, maintaining documentation, and collaborating with technical teams to ensure effective service delivery. The role offers opportunities for professional development through training and a supportive work environment. Candidates should have a passion for customer service and telecoms, along with strong communication skills.
Key Responsibilities:
- Provide initial point of contact via phone to all contractual clients, log tickets, and collate details of issues.
- Work with the technical support team to identify problems and assist with solutions.
- Provide support to all clients, update change control, and ensure business continuity.
- Manage faults through to completion, keeping customers updated and liaising with 3rd party suppliers.
- Carry out routine maintenance tasks on clients' phone systems.
- Assist Business Consultants with questions regarding customer setup or products.
- Assist Service Delivery Managers with customer service issues or faults.
- Communicate with customers regarding faults or changes involved.
- Maintain documentation to a high standard.
- Provide 1st line diagnostics within the agreed SLA.
Key Skills:
- Passion for customer service and telecoms.
- Excellent telephone manner.
- Good written communication skills.
- Attention to detail.
- Willingness to embrace change and learn new technologies.
- Able to work in a high volume and fast-paced environment.
- Customer-focused ethos and commitment to professional service.
- Logical approach to problem solving.
- Able to prioritize, manage, and track multiple activities and tasks.
- Enthusiastic approach and can-do attitude.
- Positive team player who can motivate engineers.
- Strong ownership mentality.
Salary (Rate): undetermined
City: Whiteley
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
1st Line Telecoms Service Desk Engineer
Whiteley
Full Time, Permanent
We are currently looking for a 1st Line Telecoms Service Desk Engineer to join our knowledgeable team of three engineers. You will be the initial contact supporting our clients through the phone to resolve or escalate their Telecoms issues. You will be supporting the other teams in the business with Telecom queries, logging tickets and keeping an up-to-date log of the key tasks. If you want to develop your Telecoms knowledge and career, we can support you with that through training courses, a helpful team and manager surrounding you.
Benefits of working for Tailor Made Technologies:
- A competitive salary
- Training opportunities set out with a clear training structure
- Progressive working environment with access to voice your opinions to decision makers
- 25 days holiday plus bank holidays
- Your birthday off
- Flexi health plan cover and access to a range of Health Benefits
- IT purchasing scheme
- Company pension
- An active Social Committee who plan monthly competitions and events
- A brilliant breakout room with free breakfast and a pool table
Join a Trusted Partner for Transformative Managed Technology
Experts in Managed IT, Cyber Security and Communications solutions, Tailor Made Technologies (TMT) is on a mission to help small and medium-sized enterprises leverage business technology to achieve their goals. Partnership-focused with a deep and deliberate understanding of customers’ strategic goals, our in-house teams tailor our services to suit every client’s unique requirements and drive business growth. Through comprehensive offerings, broad technical knowledge and excellent customer service, we ensure your business-critical IT and Communications systems work seamlessly in the background, unleashing you to fulfil your targets.
Duties and responsibilities of our 1st Line Telecoms Service Desk Engineer:
- To provide an initial point of contact via the phone to all contractual clients, log tickets and collate details of the issue.
- To work with the technical support team to identify problems and assist with solutions.
- Providing support to all clients, updating change control, and ensuring business continuity.
- Manage faults through to completion, keeping our customers updated and liaising with 3rd party Suppliers.
- Carrying out routine maintenance tasks on client’s phone systems.
- Assist the Business Consultants with questions regarding customer set up or products to ensure they can move forward.
- Assist the Service Delivery Managers when they need assistance regarding customer service issues or faults.
- Communicate with our customers through any faults or changes that you are involved in.
- Ensure our documentation is being maintained to a high standard.
- To provide 1st line diagnostics within the agreed SLA
Your previous experience:
- Experience of working in a Service Desk environment.
- Experience with using a Service Management system to manage incidents and requests.
Essential Skills:
- A real passion for Customer Service and Telecoms.
- Excellent telephone manner.
- Good written communication skills.
- Good attention to detail.
- Willingness and ability to embrace change and learn recent technologies.
- Ability to work within a high volume and fast paced environment.
- Customer focused ethos and committed to providing a professional service.
- Logical approach to problem solving.
- Able to prioritise, manage and track multiple activities and tasks.
- Enthusiastic approach and can-do attitude.
- A positive team player who can motivate engineers.
- Strong ownership mentality.
If this sounds like your ideal 1st Line Telecoms Service Desk Engineer role then apply today.