Job Title: Technical Support Engineer
Location: Field Based – Ideally located between Bedfordshire up to Leeds OR west from Bedfordshire towards Shrewsbury
Salary: £25,000 to £30,000 dependant on experience
Working hours: Monday to Thursday 9.00 to 17.30 and Friday 9.00 to 17.00
Sprint develops solutions for companies who want to keep pace with technology, our strategic focus is on fixed lines, broadband and hosted telephony systems. We work closely with our partners to gain an in depth understanding of their requirements, future goals and aspirations. Our aim is to enable commercial and public sector organisations to engage more effectively with their customers to increase satisfaction and profitability.
Their product portfolio includes lines, broadband, the latest voice and data products, and cloud-based technologies
Key Responsibilities:
Desk Support
- Handling first line support tickets from receipt to resolution across the VoIP product range
- Managing escalations to 2nd and 3rd line support for the above, by Liaising with Customer Service Teams and Carriers to resolve customer faults
- Installing and configuring telecoms hardware, operating systems, and applications
- Monitoring and maintaining Telephone systems and networks
- Talking staff & clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues
- Troubleshooting system and network problems and diagnosing and solving hardware or software faults
- Following diagrams and written instructions to repair a fault or set up a system
- Supporting the roll-out of new applications
- Setting up new users’ accounts and profiles and dealing with password issues
- Working continuously on a task until completion
- Prioritising and managing several open cases at any given time
- Rapidly establishing a good working relationship with customers and other professionals
Field Support
- A mix of Desk and Field work, roughly 60/40. We have options to work remotely if required.
- Liaising directly with the Provisioning & Operations to organise projects
The Candidate:
About you
- You will be an organised and enthusiastic individual who enjoys working as part of a small team
- You will be supportive, professional and flexible
- They want you to feel comfortable and happy when you go and see their valuable customers to deliver their solutions
- You will have an eye for detail with all things engineering
- You will enjoy trouble shooting and risk management
- Full UK driving licence essential
Skills:
- Experience with the 8×8 VoIP platform
- Experience with Gamma Horizon platform would be an advantage but is not essential as full training would be given
- Experience with the 8×8 VoIP platform
- Basic cabling experience required
- Excellent listening and questioning skills combined with the ability to interact confidently with clients to establish what the problem is and explain the solution
- The ability to work well in a team and independently
- The ability to prioritise your workload
- Attention to detail
- Pleasant telephone manner
Package:
- £25,000 to £30,000 per annum (depending on experience)
- 20 days holiday plus bank holidays
- Flexible Working/Working from home
- Company Van (for work use only)
- Unsociable hours pay – before 7AM and after 7PM
Candidates with the experience or relevant job titles of: Telecoms Support Engineer, Telecoms Support Technician, Desk Support, Technical Support Engineer, 2nd line support, 3rd line support, Technical Support, Helpdesk Support Technician, Telecoms Fault Desk will also be considered for this role.
