Technical Provisioning and IT
Location
Stoke on Trent, Staffordshire | United Kingdom
Job description
Our client is an independent business communications provider, experts in voice and data communications, mobile, unified communications, connectivity, and cloud solutions.
They are an all-rounded provider for all the client's business communications needs, with in-house expertise to deliver. As an independent provider, they are best placed to offer the advice that clients need in order to make the best business communication decisions for their company needs. They currently have an opportunity for a Technical Provisioning and IT Support to join their team.
This role is to provide a professional first-level support and ordering function for customers. To develop and maintain quality and consistency of the customer experience. The team is the first point of contact for customer fault incidents or provisioning of new orders.
J ob Description: - Handling calls/cases/tickets effectively and efficiently.
- Undertaking diagnostic checks to establish the root cause of a fault and then execute the right corrective action.
- Working with supplier portals and logging/updating of faults or orders on Salesforce CRM.
- Diagnosing Cloud/UC/Connectivity faults and progressing these to resolution
- Raising Cloud/UC/Connectivity Orders and progressing these to completion
- Handling complex queries and customer escalations, taking full ownership through to identifying solutions or handing them across to the relevant 2nd line function.
As part of your role, you will gain knowledge and understanding of:
- Understanding of the full suite of products specifically Unified Communications, Cloud, and Connectivity.
- Knowledge of SIP, Cloud PBX, Ethernet, SoGEA and FTTP
- Understanding of the care levels and associated SLAs and setting clear expectations with customers.
- Good understanding of networking, TCP/IP, WAN/LAN
- Understanding of Porting Requirements
- Microsoft, 8x8, 3CX, and other vendors including certification
- Excellent troubleshooting skills
- Knowledge of NTS faults
- Good understanding of Microsoft Voice products
Ideally, we are seeking candidates with the following experience: - Previous IT support experience
- Strong communication skills with the ability to explain things clearly and concisely both verbally and in writing to both internal and external customers.
- Excellent organisation skills along with good time management.
- Ability to listen and convert evidence into the path for resolution
- Demonstrate a positive outlook and be able to give and receive constructive feedback and lead by example
- Ability to use a computer and Microsoft suite of products
Hours: 35 hours per week
Salary: £20,000 - £24,000 DOE
Brampton Recruitment is an independent Commercial and Accounts & Finance recruitment agency working in partnership with employers spanning Stoke on Trent, Staffordshire, Cheshire, and the Greater Manchester region.
Job tags
Salary
£20k - £24k per annum
