Technical Support Specialist

6 days ago

Whiteley, Hampshire, United Kingdom The ITP Full time
Job Title: Junior Technical Support Engineer

About the Role

We are seeking a motivated and detail-oriented Junior Technical Support Engineer to join our team at The ITP. As a Junior Technical Support Engineer, you will be responsible for providing technical support to our customers for both telephony and connectivity-related queries.

Key Responsibilities

  • Provide first-line technical support to customers, resolving telephony and connectivity issues
  • Troubleshoot problems related to VoIP systems, broadband connections, and hardware
  • Assist with the remote installation and setup of small telephony systems, including configuration and testing
  • Respond to and resolve customer support tickets in a timely manner via phone, email, and remote access
  • Escalate complex technical issues to senior engineers where necessary
  • Maintain and update documentation related to customer issues and resolutions
  • Deliver excellent customer service by communicating effectively and providing clear guidance to customers
  • Ensure service level agreements (SLAs) are met and customer satisfaction is maintained
  • Collaborate with other departments, such as sales and account management, to ensure a seamless customer experience

Requirements

  • A basic understanding of telephony systems, VoIP, and broadband technologies would be great but not necessary (full training will be provided)
  • Driving Licence / Working towards driving licence is preferred
  • Previous experience in a technical support role (desirable, but not essential)
  • Strong problem-solving skills with the ability to troubleshoot technical issues
  • Good communication skills, both verbal and written, with the ability to explain technical information to non-technical users
  • Familiarity with remote support tools and basic network configurations is a plus
  • Ability to work independently as well as part of a team
  • Strong customer service mindset with a proactive and positive attitude
  • A willingness to learn and develop new technical skills

Benefits

  • Annual Summer Party
  • Exclusive trips and getaway incentives
  • Social events
  • 22 days holiday plus 8 bank holidays
  • Extra Day off on your birthday
  • 4:00 PM finish on a Friday

About The ITP

We help employers develop their best talent and inspire the next generation through apprenticeships, mentoring and training, we're plugging the UK's digital skills gap to provide a workforce for the future.

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