IT Helpdesk Technician

Daisy Group; Lower Blandford St Mary; On-site; GBP 18,000 - 25,000; Full time

Job summary

O2 Business is seeking an IT Helpdesk Technician to join our friendly Technical Support team. You will deliver technical telephone support, diagnose issues remotely, and help customers with telecom systems, striving to resolve faults quickly and professionally while delivering excellent service.

In this role you will work Monday to Friday, receive comprehensive training, and collaborate with internal teams and suppliers.

Qualifications

• Strong knowledge of VOIP and networking including routers, switches and IP addresses.
• Customer service experience.
• Strong communication skills.
• Ability to thrive in a fast paced environment.
• Strong organisational skills.
• Previous experience with android applications is desirable.

Responsibilities

• Provide technical telephone support to customers, resolving faults and enquiries at first touch.
• Deliver high standard of customer service, informing customers of progress and providing guidance.
• Use remote troubleshooting tools to diagnose network, software, hardware and broadband issues and adjust configurations.
• Install, update and maintain software and systems; record interactions accurately.
• Collaborate with technical teams, suppliers and carriers to resolve faults and escalate urgency as needed.
• Support and mentor new team members and stay updated on product/service changes.

Skills

VOIP & networking

Customer service

Communication skills

Fast-paced environment

Organisational skills

Android apps

Job description

We're looking for an IT Helpdesk Technician to join our friendly and fast-paced Technical Support team at O2 Business. This is a great opportunity for someone who enjoys working with customers, solving technical problems and thrives in an environment where no two days are the same.

As an IT Helpdesk Technician, you'll be responsible for providing technical telephone support to our customers, using remote tools to diagnose and resolve issues, maintain their telecommunication systems and rectify faults quickly and professionally. You'll work closely with our wider technical teams and external suppliers where required, using your technical knowledge and problem-solving skills to deliver excellent customer service and find solutions wherever possible.

If you're outgoing, motivated and enjoy working in a team where you'll receive fantastic training, ongoing support and the tools you need to succeed, we'd love to hear from you.

Hours of work: Monday to Friday 8:30/9:00 - 17:00-17:30 (37.5 hours)

What You'll Be Doing

• Provide technical telephone support to customers, resolving faults and enquiries wherever possible at first touch.
• Deliver a high standard of customer service, keeping customers informed throughout the progress of their fault or enquiry and providing clear guidance and support.
• Use remote troubleshooting tools to diagnose and resolve technical hardware, software and broadband issues, as well as making changes to customers' telephony configurations through relevant systems and online portals.
• Install, update and maintain software and systems, accurately record customer interactions and ensure all customer and administrative information is kept up to date.
• Work closely with technical teams, third-party suppliers and carriers to resolve faults, escalating urgent or complex issues where required and ensuring a satisfactory resolution for the customer.
• Take an active role in training and development, keeping your knowledge of products, services and system updates current, while supporting and mentoring new team members.

What We're Looking For

• Strong knowledge of VOIP and networking including; routers, switches and IP addresses
• Customer Service experience
• Strong communication skills
• Ability to thrive in a fast paced environment
• Strong organisational skills
• Previous experience with android applications is desirable.

Ready to take the next step in your career?

At O2 Business, we're passionate about developing people who are ready to grow and build rewarding careers. As an IT Helpdesk Technician, you'll play a key role in supporting our customers, developing your technical knowledge and building valuable skills in a fast-paced environment. This is your opportunity to grow your expertise, take on new challenges and make a real impact.