1st Line Telecoms Support

7 months ago

Newcastle upon Tyne, United Kingdom Agilico Workplace Technologies Full time

**1st Line Telecoms Support**

**Location**: Team Valley, Gateshead

**Salary**: Competitive plus benefits

**Role Grade**: 3C

**Contact Type**: Full-Time, Permanent

**About us**:
Agilico is a fast-growing technology business, whoseobjective is to provide high quality technology solutions tailored toindividual customer requirements.

Our goal is to maximise operational effectiveness and makework easier for our clients using cutting-edge workplace technology. Ourexpertise and experience spans four key areas: Managed Print, InformationManagement, Agile Working, and Telecoms & IT.

**The role**:
The 1st Line Support is responsible for assisting theOperations Director in delivering a first-class support service to all AgilicoTelecoms customers.

Acting primarily in a 1st line support capacity, resolvingissues remotely or escalating to a Telecoms Engineer or Telecoms provider.

The varied role requires a team player who has the abilityto manage their time efficiently and priorities or escalate technical issues toensure a prompt resolution.

**Key responsibilities**:

- To maintain a high degree of customer service when respondingto all support issues.
- Assist diagnose and resolve faults with Network Services,Internet Access and both Cloud Based and On-Premise Telephone Systems.
- Providing 1st line technical diagnostic to customers.
- Priorities Support tickets in accordance with company SLAs,providing customers with updates in relation to response SLA and consequentlyupdating Autotask ticket and managing customer expectations.
- Liaise with third party suppliers and contractors and followescalation paths as required.
- To take ownership of support issues and seek closureensuring all relevant support procedures are followed.
- Escalation of complex calls to the relevant support teammember.
- Coordinate IT & Telecoms projects identified by Sales;documenting project, ordering and allocating goods, assigning and scheduling2nd Line Engineer visits/installations and providing regular updates tocustomer/Account Manager.
- Ensure Telecoms & IT equipment are delivered to customersite in accordance with any project timescale or engineer scheduled sitevisits.
- Identify possible sales opportunities.
- Assist our Finance department with customer invoicing.
- Participation in out of hours support on a rota basis.
- Propose, recommend and implement process and systemimprovements.
- To undertake such other duties, training and/or hours ofwork as may be reasonably required, and which are consistent with the generalleave of responsibility of this job as detailed by the line manager

**Experience**:

- Excellent Communications Skills, both verbal and written
- Outstanding organisational Skills and attention to details
- As this is a technical role, must be able to demonstrate atechnical aptitude
- Proven experience in a similar customer facing support role.
- Previous 1st line support experience or equivalent.
- Previous experience of a call logging ticketing system.
- Knowledge of Network Services, WLR3, Mobile Technology andTelephone Systems would be advantageous but not essential as full trainingprovided
- Strong knowledge of Microsoft and computer literacy.
- Experience of liaising with internal and externalstakeholder

**Skills**:

- Positive can do attitude looking able to deliver in a fastpaced environment
- Proven experience meeting and exceeding team and individualKPIs

**Benefits**:

- 23 days holiday plus bank holidays, rising to 28 days
- Stakeholder pension scheme
- Benefits hub
- Healthcare cashplan
- EAP scheme
- Cycle to work scheme

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