Tier 2 IT Helpdesk Technician – Bournemouth

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

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.