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Technical Support Specialist
1 month ago
Reports to - Service Desk Manager
Department - Operations
Salary - Up to £25,000
Location - Exeter
At Focus Group, we're committed to delivering exceptional service to our customers. We're seeking a skilled Technical Support Advisor 1st Line to join our Data Centre team.
Key Responsibilities:- Customer Escorting: Safely escort customers to and from the data centre, providing onsite assistance during their visit, including scheduled out-of-hours support.
- Equipment Management: Perform tasks such as racking and unracking equipment, patching cables, and handling customer requests for remote hands support (e.g., powering on/off equipment, reseating cables, swapping disks).
- Networking Tasks: Carry out small Cisco firewall changes, such as updating access rules, and assist with core Cisco network management for maintaining data centre bandwidth.
- Basic Server & Network Support: Provide support with server, storage, and networking equipment, along with a foundational understanding of DHCP, DNS, and other related technologies.
- System Checks: Conduct weekly checks on data centre management servers, ensuring disk space availability, error resolution, and software functionality.
- Infrastructure Monitoring: Regularly inspect air-conditioning, VESDA, UPS, and Generator systems to ensure optimal operational performance.
- Administrative Tasks: Raise access requests, update DNS records, and maintain accurate and up-to-date documentation for the data centre. Contribute to monthly reporting and assist with overall data centre operations.
- Issue Management: Diagnose and resolve issues, including escalating cases when necessary, while keeping customers informed throughout the process. Ensure all tasks and cases are managed within agreed service levels.
- Process Adherence: Follow and contribute to the company's quality processes, while actively promoting best practices and continuous service improvements.
- Team Collaboration: Work closely with the wider service operations department to ensure a collaborative and efficient team dynamic. Help foster a culture of teamwork, knowledge-sharing, and customer-centric service delivery.
- Customer Service Focused: Excellent telephone manner, ability to remain calm and composed when dealing with a difficult situation, and build a reassuring rapport with customers.
- Understanding of Broadband Connectivity: Basic router configuration and foundational network troubleshooting skills.
- Data Gathering and Analytical Skills: Gather the right information from the customer, analyse the issue, and take appropriate and timely action.
- Target Focused: Prioritise tasks/escalations to meet deadlines while ensuring excellent customer service.
- Accurate Numeracy: Written and data entry skills, detail-oriented, and proficient in maintaining clear and accurate task and customer data.
- Technical Accreditations: Geared toward the field of IT, Networking, or Telecoms.
We're proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We welcome all applications and look forward to hearing from you.
