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First Line Incident Advisor

4 months ago

Nelson, United Kingdom Daisy Communications Full time

**Company Description**
Join the UK’s leading independent provider of voice, connectivity, mobile, phone systems and cloud services we keep Britain working.

We are constantly growing our teams, product offerings and customer base by working closely with all of the major networks and suppliers as well as through acquisition - so there’s always an exciting new opportunity to support UK businesses on the horizon.
**Job Description** Salary: £21,255 with a 10% increase during weekends and bank holidays.**

**Location: Nelson**

**Working hours: 8:00-20:00 (12 hour shifts - 4 on, 4 off)**
**Qualifications**
- Good understanding of all products and management of faults across the Daisy product portfolio.
- Knowledge of PSTN, ISDN, ADSL, FTTC and FTTP (these are some of our core products).
- Understanding of the care levels, associated SLAs and setting clear expectations with customers.
- Awareness of SLA breach processes and escalation paths.
- Thorough diagnostic checks to establish the root cause of a fault and then execute the right corrective action.
- Knowledge of supplier portals and logging/updating of faults on the portals.
- Strong communication skills with the ability to explain things in a clear and concise manner, both verbally and in writing to both internal and external customers.
- Sound understanding of what is covered under a customer maintenance agreement, knowledge of different system types and associated care levels.
- Ability to establish if a customer has partial, intermittent, or total loss of service and prioritise effectively.
- Good understanding of hosting products and domains.
- Understanding of VOIP/SIP technologies with ability to diagnose and progress faults.
- Understanding of EFM/Leased Line technologies with ability to diagnose and progress faults.
- Demonstrate a positive outlook and be able to give/receive constructive feedback and lead by example.
- Handling complex queries and customer escalations, taking full ownership through to identifying solutions or handing across to the relevant 2nd line function.
- Be vigilant for possible fraudulent activity and if necessary raise a security incident report using the template accessible via the corporate Intranet.
- Periodically review Daisy Security Policies - centrally hosted on the Intranet - to ensure full compliance with current legal, regulatory and company requirements.
- Carry out any ‘ad hoc’ assignments as and when required.
- To be compliant with health and safety company policy and legislation.

**Additional Information** What are the benefits of working at Daisy?**

Our ethos is simple: the more you put in the more you get out.

**We have been voted by Best Companies as the UK's no.1 Telecoms company and we are in the UK's top 30 Best Large Companies to work for in 2023.**

Here are some of the benefits that we offer
- 25 days holidays, bank holidays worked are reclaimed as leave, and an additional day for each year of service up to 30 days
- Holiday purchase scheme
- £500 referral scheme bonus
- Professional development to help you achieve your personal goals
- Eye care vouchers available and discounted Medicash membership
- Access to discounts and savings at more than 1,200 retailers
- An additional day off on your birthday or if you're getting married