Senior Technical Support Specialist

5 days ago

Bristol, Bristol, United Kingdom Peaple Talent Full time
Job Title: Senior IT/Telecoms Support Engineer

Location: Hybrid

Salary: £28,000 - £32,000

**About the Role**

We are seeking a highly skilled Senior IT/Telecoms Support Engineer to join our dynamic and customer-focused support operations team at Peaple Talent. As a key member of our team, you will be responsible for providing technical expertise and support to our customers and partners.

Key Responsibilities:

  • **Technical Expertise**: Serve as a technical expert in core partner platforms, providing coaching and advice to Support Apprentices and Engineers.
  • **Customer Support**: Offer best practice recommendations and answer technical questions from customers, enabling them to maximize their solutions.
  • **Incident Resolution**: Troubleshoot and resolve incidents on various hosted service platforms to support our customers.
  • **Escalation**: Escalate customer service incidents to partner channels while maintaining key SLAs.
  • **Meetings and Training**: Attend Customer and Partner review meetings and deputise for the Head of Support when required. Develop and deliver training on core partner platforms to customers.
  • **Internal Systems**: Configure and maintain internal IT systems, staff laptops, and peripheral equipment.

Requirements:

  • **Customer Focus**: Customer-focused with a proven track record in providing excellent customer service.
  • **Communication Skills**: Excellent written and spoken English, with experience in managing senior/executive customer stakeholders.
  • **Technical Expertise**: Formal certification and a minimum of two years of experience with Zendesk or NICE Cxone platforms OR equivalent experience in an IT 1st or 2nd line Support role, ideally in an ITIL operations environment.
  • **Cloud Experience**: Experience supporting Azure, AWS, or Office 365 instances.
  • **Hosted Technologies**: Knowledge and experience in managing hosted/cloud-based technologies.
  • **Telecommunications Industry**: Strong understanding of the telecommunications industry and technical deployments.

Additional Information:

  • **Location**: Bristol office with 3 days onsite and 2 days working from home (08:30-17:30).
  • **On-Call Rota**: Included in the team's on-call schedule, likely to be 1 week in 6.
  • **Security Clearance**: The successful candidate must meet Government SC clearance requirements.
  • **Training**: Training on a wide range of Partner technologies is provided.

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