1st Line Telecoms Support - Gateshead, United Kingdom - Agilico Workplace Technologies

Agilico Workplace Technologies

Verified Company

Gateshead, United Kingdom

1 week ago

Posted by:

Tom O´Connor

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Description

1st Line Telecoms Support

Location:
Team Valley, Gateshead

Salary:
Competitive

Role Grade: 3C

Contact Type:
Full-Time, Permanent

About us:

Agilico is a fast-growing technology business, whoseobjective is to provide high quality technology solutions tailored toindividual customer requirements.

Our goal is to maximise operational effectiveness and makework easier for our clients using cutting-edge workplace technology.

Ourexpertise and experience spans four key areas:
Managed Print, InformationManagement, Agile Working, and Telecoms & IT.

The role:

The 1st Line Support is responsible for assisting theOperations Director in delivering a first-class support service to all AgilicoTelecoms customers.

Acting primarily in a 1st line support capacity, resolvingissues remotely or escalating to a Telecoms Engineer or Telecoms provider.

The varied role requires a team player who has the abilityto manage their time efficiently and priorities or escalate technical issues toensure a prompt resolution.

Key responsibilities:

To maintain a high degree of customer service when respondingto all support issues.
Assist diagnose and resolve faults with Network Services,Internet Access and both Cloud Based and On-Premise Telephone Systems.
Providing 1st line technical diagnostic to customers.
Priorities Support tickets in accordance with company SLAs,providing customers with updates in relation to response SLA and consequentlyupdating Autotask ticket and managing customer expectations.
Liaise with third party suppliers and contractors and followescalation paths as required.
To take ownership of support issues and seek closureensuring all relevant support procedures are followed.
Escalation of complex calls to the relevant support teammember.
Coordinate IT & Telecoms projects identified by Sales;documenting project, ordering and allocating goods, assigning and scheduling2nd Line Engineer visits/installations and providing regular updates tocustomer/Account Manager.
Ensure Telecoms & IT equipment are delivered to customersite in accordance with any project timescale or engineer scheduled sitevisits.
Identify possible sales opportunities.
Assist our Finance department with customer invoicing.
Participation in out of hours support on a rota basis.
Propose, recommend and implement process and systemimprovements.
To undertake such other duties, training and/or hours ofwork as may be reasonably required, and which are consistent with the generalleave of responsibility of this job as detailed by the line manager

Experience:

Excellent Communications Skills, both verbal and written
Outstanding organisational Skills and attention to details
As this is a technical role, must be able to demonstrate atechnical aptitude
Proven experience in a similar customer facing support role.
Previous 1st line support experience or equivalent.
Previous experience of a call logging ticketing system.
Knowledge of Network Services, WLR3, Mobile Technology andTelephone Systems would be advantageous but not essential as full trainingprovided
Strong knowledge of Microsoft and computer literacy.
Experience of liaising with internal and externalstakeholder

Skills: