1st/2nd Line Support - Telecommunications Industry

[Chris_OCR]

Hi guys,

my client are an Tier 1 ISP based near Southampton, Hampshire and are currently looking for two support guys to join their team.

Salary is around £18,000 and the job spec below.

If you think the role is suitable for you drop me an email - chris AT ocr-solutions.co.uk

First/Second Line Support

Role Summary –

Provide a first class technical service to our customers via telephone and electronic communication mechanisms. Managing the lifecycle of an xDSL fault from initial report through to diagnosis and resolution.


Objectives –

• Provide 1st and 2nd Line technical/Customer Service

• Answering and logging of helpdesk calls

• Diagnosis of network and xDSL bsed fault tickets (IPStream, LLU)

• Fault ticket management – provide proactive support to the customer via fult ticket updates through to resolution

• Fault escalations and management of tickets with BT and other suppliers


Key Responsibilities –

• Provide exceptional technical and customer service in a highly professional manner

• Take ownership of fault tickets from initial report through to resolution and be accountable for the level of service provided to the customer

• Work with strict SLA’s/OLA’s ensuring high quality and proactive responses to a customers fault


Experience –

• Demonstratable skill in providing exceptional techncial and/or customer service

• Experience working with network technologies, xDSL, WAN, TCP/IP, Routing and DNS all essential

• Experience providing tehcnical suppot and service to customers in a telecommunications environment

• Knowledge/understanding of telecommuncations xDSL fauly management processes


Key Competencies –

• Passion for the telecommuncations and technology industries

• Dedication to providing the highest level of customer service

• An understanding of the importance of the support function and the commercial impact of your actions on the business

• A professional telephone manner

• Excellent communication skills, both written and verbal

• The ability to clearly explain tehcnical issues and resolutions

• Working knowledge of DSL technologies and inter-networking