Technical Support Analyst
2 weeks ago
We are seeking a skilled Technical Support Analyst to join our team. This is an exciting opportunity to work in a dynamic environment, delivering exceptional customer service with a focus on 100% customer centricity.
The successful candidate will be responsible for:
- Providing technical support to customers via phone, email, or in-person
- Creating and maintaining comprehensive knowledge management systems
- Closing the loop with escalations and complaints
- Completing up to second-line diagnostics including router diagnostics
- Providing subject matter expertise for customers and solutions
- Performing technical diagnostics and resolving incidents at first point of contact where possible
- Training team members on new products and services
- Leading product/service initiatives providing high-level technical expertise to customers internally and externally
- Undertaking personal training and development aligned with departmental needs and Personal Development Plan agreed with Line Manager
- Able to achieve Cisco accreditations (preferred but not essential)
- Ability to resolve issues promptly
- Proactively manage customer interactions and escalate as necessary
- Own and resolve complex customer issues with minimal management support
- Proficient IT literacy with good knowledge of IT technologies
- Manage complex technical customer issues
- Experience with service management IT tools
- ITIL4 Foundation certification (desired)
- Network knowledge and understanding (desirable)
- Strong problem-solving and analytical skills
- 22 days annual leave (inclusive of bank holidays)
- BT Share Plan
- Discounted BT products including TV, Broadband, and Mobile
- Flexible working arrangements
- World-class training and development opportunities
Salary: Up to £31,950 per annum.
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