Technical Support Specialist
4 weeks ago
About the Role
We are seeking a motivated and enthusiastic 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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