Technical Support Adviser 1st Line It

2 weeks ago

ShorehambySea, United Kingdom FOCUS 4 U LTD Full time

Established in 2003, we're proud to be one of the UK's leading independent providers of essential business technology. We're equally delighted to have been named one of '_The UK's Best 100 Companies To Work For 2021'_, to have scooped an impressive6th place in the telecoms sector and to have been awarded a 3* accreditation by Best Companies - the highest level awarded _Best Companies_, the renowned employee engagement specialists.

Our teams are experts in their field, passionate about finding the right solutions for our customers and committed to supporting each other. We know the right people are the key to success. The energy, entrepreneurial spirit and expertise of our teams areat the heart of Focus Group. Our people make the difference.

At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference tothe future of our business.

We are looking for a technical 1st Line fire fighter.

We have over 5000 incoming tickets per month and your role is to help solve quick round questions and then raise a request to other members of staff if the job is too complex.

As part of the Service Desk, provide 1st line support and excellent customer service in the areas of; IT, WLR, SIP, Hosted Telephony, PBX Telephony and Internet Services including managed services.
- To provide 1st line support to customers with fixed line faults covering PSTN, ISDN2, ISDN30 and DSL Broadband, support to customers with physical, hosted telephone systems, IT services.
- To understand and confidently investigate LAN faults in relation to DSL Broadband installs and telephony set up.
- To understand and confidently interact with suppliers for our core products.
- Answer the phone within the agreed target time and as a minimum, to meet any agreed personal call targets.
- To diagnose, log, action and follow through to resolution all faults, including escalations whilst keeping the customer informed of progress. Be able to identify when a fault cannot be fixed remotely and route straight into Field Engineering Co-ordinatorfor booking.
- To update your line manager on any outstanding faults or that have breached their SLT, in a timely manner.
- To adhere and contribute to the company's quality system and processes, and their maintenance.
- Actively contribute to and promote the use of best practice and continual service improvement within the team.
- Contributing to the success of the service operations department and the company.

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