Tier 2 Customer Support Technical Specialist

Daisy Communications; England; On-site; GBP 25,000 - 31,000; Full time

Job summary

Daisy Communications Limited in Bournemouth is seeking an IT Helpdesk Technician to join our fast-paced Technical Support team. You will provide technical telephone support, use remote tools to diagnose issues and help customers keep their telecoms running smoothly.

You will work with technical teams and suppliers, deliver excellent service, and benefit from our training and support to grow your skills in a customer-focused environment.

Qualifications

• VOIP and networking knowledge including routers, switches and IP addresses.
• Customer Service experience.
• 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 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.

Skills

VOIP & networking

Customer service

Fast-paced environment

Organizational skills

Android apps (desirable)

Job description

Tier 2 Customer Support Technical Specialist

Salary up to £28,000

Location Bournemouth

Permanent , Full Time vacancy.

The Vacancy

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.

Job Title: IT Helpdesk Technician

Salary: Up to £28,000

Location: Bournemouth

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

What You’"ll Be Doing

As an IT Helpdesk Technician, you will:

• 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
• 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.

The Company

We’re Daisy, the largest independent telecoms company in the UK.

We employ over 1,500 people spread across 9 locations throughout the UK, and we serve over 175,000 customers.

Our mission is Keep Britain Working, which we do by working with all of the major networks and suppliers, allowing us to provide the best systems at the best rates to meet their needs.

Why work with Daisy?

We’re proud of how frequently we appear in employee rated lists such as Best Companies, which reflects our ongoing commitment to creating a workplace which in which our team learn, develop, and progress.

Across all our offices, you’ll see the Daisy culture in action; inclusive, supportive and encouraging, which helps us work together to Keep Britain Working.

Daisy Communications Limited
Lindred House, 20 Lindred Road, Brierfield, Nelson, Lancashire, BB9 5SR. Registered in England.
Registered Number: 04145329
Daisy Communications Ltd is authorised and regulated by the Financial Conduct Authority, Firm Reference Number 718842