Technical Support Analyst

4 weeks ago

Cornwall, United Kingdom The Curve Group Full time

TECHNICAL SUPPORT ANALYST
Our client is a UK based satellite operator, selling wholesale satellite broadband and satellite connectivity services to Internet Service Providers, Mobile Network Operators, Enterprises, Governments and other satellite operators.
As one of our client's customer advisors, you'll be the first point of contact for our customers and will work with customers across the globe to quickly fix their problems in line with agreed Service Level Agreements (SLAs).
Key responsibilities:

- Respond to and resolve all end user service calls, enquiries and escalations, in line with customer Service Level Agreements
- Provide proactive hands-on trouble shooting and problem solving of the service network infrastructure
- Communicate status updates to customers and carry out quality checks of the Documented Incident and customer satisfaction surveys when closing resolved Incidents
- Process customer user service activations and cancellations
- Maintain customer accounts by recording account information
- Build sustainable relationships of trust through open and interactive communication
- Contribute to team effort by accomplishing related results as needed
- Follow procedures, guidelines and policies
Skills and Experience required:

- Strong dedication to delivering outstanding levels of customer care and support with an enthusiastic, pro-active approach to problem solving
- Ability to handle demanding customers in a pressurised environment
- Ability to communicate with customers at all levels, imparting information in a non-technical way that end customers understand
- Excellent time management skills
- CRM and trouble ticketing systems experience, preferably Remedy on Demand
- Strong Knowledge of TCP/IP. Familiarity with traffic analysis and debugging tools
- Ability and willingness to working shifts and contributing to an on-call function
- Good planning and organisational skills
- The ability to multitask and work under pressure
- Positive and enthusiastic attitude
- Flexible mindset with the ability to deal with a constantly changing environment
- Excellent understanding of Satellite Communications and RF chain components and equipment
- Proven operational experience including installation, commissioning and support in one or more of the following VSAT Platforms; Hughes Network Systems, iDirect, Gilat and Newtec
- Ability and willingness to work occasionally long hours, when required
- Ability to work autonomously and prioritise planned tasks while managing unplanned issues
- Knowledge of IP networks, network dimensioning and support
- Demonstrable experience of Microsoft Office Suite: Word, Excel, Power Point, Visio, PowerBI
- Excellent communication skills with a good command of the English language, both written and verbal
- ITILv3 or v4 Certification to at foundation level - Must have experience in incident & problem management
- Understanding of ITIL and ISO standards
Desirable:

- Relevant Vendor/industry accreditations
- Ability to speak other languages would be advantageous, specifically French or Portuguese
- This role is undertaken as part of the 24x7 shift pattern, where a shift premium applies

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