NMS Recruit are seeking a customer focussed Support Engineer for an exciting opportunity in a thriving Telecoms business. You will be working as part of a team to deliver customer service support with a focus on delivering great customer service. Working in a busy Service Desk environment you will be a first point of contact to support clients. You will be required to ensure calls are answered and to support partners within agreed SLA's, logging the incidents accurately, assigning the calls to the relevant support teams and performing first line diagnosis to attempt full resolution on network related issues.
Responsibilities
- To be first point of contact for customers seeking technical assistance over the phone or email; qualifying and documenting the problems raised by customer
- To provide technical resolution to end user Desktop and Network support incidents.
- Creation of knowledge base articles
- Send planned outage notifications for any internal/external maintenance works
- To manage communication with the customer regarding incident escalations and resolution.
- Liaise regularly with the Service Support Manager with regards to any outstanding incidents, problems, issues, or suggestions
- Liaise with third-party maintenance suppliers to log Incidents and thereafter maintain ownership to ensure the Incident is closed successfully
- Good analytical skills and an ability to define the precise nature of customer problems
- Other duties as assigned by the Service Support Manager.
Experience
- Excellent customer service skills
- Experience in capturing data and inputting into a CRM system.
Desirable:
- Experience working in a service desk environment
- Understanding of network terminology
Benefits
- Up to £25,000 DOE
- Pension
- Birthday Day Off
- Hybrid working
- Volunteer Days
- 25 days holiday plus bank holidays
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