Technical Support Assistant

4 months ago

Hessle, United Kingdom MS3 Networks Limited Full time

Do you have proven experience within a technical support role and are now looking for your next challenge? Here at MS3 Networks we have grown our team significantly as we continue to roll out ultra fast broadband to the residents of Hull and further afield and are now looking to add to our team with the hiring of an additional Technical Support Assistant

Paying an impressive salary of £28,000 per year and offering great benefits which include private health cover amongst many others, we are a forward thinking, collaborative team of experts who place our customers at the front of all that we do.

As a Technical Support Assistant for MS3, you will be responsible for providing excellent customer service and technical support to our business and residential customers.

You will be the first point of contact for customers seeking technical assistance, and your primary goal will be to troubleshoot and resolve their technical issues in-line with business SLA’s.

**Location **MS3 Networks, Owen house, Owen Avenue, Priory Park West, HU13 9PD

**About MS3 Networks**:MS3 is a fibre network operator based in the Kingston-Upon-Hull area with plans to pass over 500,000 homes and businesses with full fibre. As a wholesale-only provider, MS3 will enable its existing and future ISP clients to provide up to 10Gb connections to end-customers, building on their existing fibre ring through Hull and to other locations in the region.

**Roles and Responsibilities**:

- Identify, diagnose, and resolve network-related issues reported by customers. Utilise appropriate tools and resources to troubleshoot problems effectively. Escalate complex issues to the appropriate team or department when necessary.
- Monitor network systems and proactively identify potential issues or abnormalities. Respond quickly to system alerts and take appropriate action to resolve them.
- Clearly communicate technical information to non-technical customers in a concise and understandable manner. Keep customers informed of the status and progress of their technical issues, ensuring timely and transparent communication throughout the support process.
- Accurately record and maintain detailed documentation of customer interactions, technical issues, and resolutions in the support ticketing system. Ensure the knowledge base is updated regularly to facilitate efficient issue resolution.
- Collaborate with other teams, such as the network operations team, to identify and resolve network problems. Share knowledge and contribute to the improvement of support processes and procedures.
- Assist in providing basic network-related training to customers, helping them understand the network infrastructure and resolve minor issues independently.
- Maintain a high level of quality and professionalism in all customer interactions. Continuously seek opportunities to improve customer service processes and ensure adherence to established service level agreements (SLAs).

**Essential Qualifications**
- Excellent verbal and written communications skills.
- Proven experience in a technical support role, preferably in a network provider or telecommunications environment.
- Strong knowledge of network protocols, routing, and troubleshooting.
- Excellent problem-solving and analytical skills with a logical approach to troubleshooting.
- Full driving license required.

Please note this job description is indicative and not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Role duties, responsibilities and activities may reasonably change at any time with or without prior notice.

MS3 Networks are a Disability Confident Company

**Job Types**: Full-time, Permanent

**Salary**: £28,000.00 per year

**Benefits**:

- Company events
- Company pension
- Employee discount
- Life insurance
- On-site parking
- Private dental insurance
- Private medical insurance
- Referral programme

Schedule:

- Monday to Friday

**Experience**:

- Technical support: 2 years (required)
- Dealing with customers: 2 years (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person

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