Technical Support Analyst

5G Communications; Yaur; On-site; IDR 434,992,750 - 604,156,597; Full time

Job summary

5G Communications is seeking a Technical Support Engineer to join a capable team. You will provide 1st and 2nd line technical support to customers, handling faults from initial contact through resolution and coordinating with suppliers for fixes.

The role covers diagnostics for broadband, VPN, routers, VOIP and email issues, plus domain registration and basic mail client configuration. A proactive attitude and willingness to learn are essential.

Qualifications

• Role requires 1st/2nd line technical support experience.
• Experience with broadband, VPN, routers and VOIP.
• Ability to diagnose faults and liaise with suppliers.
• Ability to configure POP3 email accounts and basic mail clients.
• Capability to resolve issues quickly and document steps.

Responsibilities

• Resolve faults and provide temporary solutions.
• Own faults from first contact to resolution.
• Diagnose customer faults related to broadband, lines, email, wireless, VPN, routers and VOIP.
• Liaise with other departments regarding customer issues and faults.
• Register/transfer domains and configure POP3 email accounts.
• Configure and troubleshoot POP3/Exchange email clients and VOIP issues.

Skills

Networking

VOIP

PBX

POP3/IMAP/SMTP

Windows

DNS

Job description

Salary & Location

£18,000 to £25,000 per annum

High Wycombe

Company

5G Communications has developed and evolved, in the last 20 years to establish themselves as one of the largest growing telecommunication suppliers. 5G pride themselves on supplying leading edge technology, B2B throughout the UK and turnover in excess of £15 million. This is an excellent opportunity to join a family run business that pride themselves on Passion, Respect, Integrity, Diligence and Excellence.

Role Overview

The successful Technical Support Engineer will join an already strong team and play a key part in the 1st and 2nd line technical support to our customers. 5G, are offering more than just a job, if you have the right attitude, desire to learn and are passionate about your work there will be further opportunities with the company, who promote from within.

Job Role

• Resolving faults, and providing temporary solutions.
• Take responsibility for the fault from first contact to resolution.
• Diagnose and understand customers’ faults with broadband, lines, email, wireless, VPN, routers and VOIP.
• Liaise with other departments with regard to customer issues/faults.
• Report new faults to suppliers.
• Chasing suppliers for updates and progression of faults.
• Contacting Openreach engineers regarding line faults and SFI engineers regarding Broadband Faults. This may also mean becoming involved with IT support on the customer’s end and their maintainers.
• Keep up to date and aware of the technical support issues, IT policies and best practice methods.
• Register/transfer domains and configure POP3 email accounts.
• Configure and troubleshoot POP3 / Exchange email clients, i.e. Outlook 2003/2010 Troubleshoot VOIP issues.
• You must be capable of resolving the following issues within 15 minutes:
  • Register new email address for existing domain customers and update Billing;
  • Basic email configuration and support (Incoming and Outgoing SMTP Setting) for Microsoft Outlook / Express;
  • Router configuration and configuration checks to an intermediate level including, for example, port forwarding and specific LAN settings.
  • IP Addressing (Reconfigure Router with new Routed IP’s);
  • NAT and Port Forwarding /Open Ports;
  • 1st Line IPPBX and PBX, Hosted PBX configurations, IP Number diverts and IP MAC’s (Moves, adds and changes).

Skills Required

• General basic knowledge on analogue and digital technology.
• General knowledge of Microsoft Windows.
• General technical Knowledge of networking.
• Basic knowledge of PBX and PDQ equipment.
• General knowledge of ISDN technologies.
• General technical knowledge of the internet e.g. ADSL
• General basic knowledge on TCP/IP.
• Basic technical knowledge of web platforms.
• Good knowledge of mail platform, IMAP, SMTP, POP3
• General knowledge of DNS.
• Exposure to mail clients.

If you can do the above and you have previous experience, preferably in telecoms, then we would love to hear from you.

For more information please don’t hesitate to apply for the role today.