Technical Support Junior

2 weeks ago

Basingstoke, United Kingdom York Telecom Limited Full time

**Job Description Position Summary**:
Yorktel are seeking a Technical Support Junior to join our fun team.

The Technical Support Junior’s primary responsibility is to provide a high level of customer service and support to internal and external customers.

You will provide remote support by creating customer incident tickets, identifying problems, and troubleshooting issues adhering to internal and external SLAs.

This role handles and is expected to protect all internal and external confidential information and must utilize discretion and judgment based on company policies and procedures.

This position reports to a Service Desk Manager. The Service Desk Manager will provide day to day direction and assist with technical procedures and guidelines, escalation support, and prioritization of activities. You will be expected to communicate internally with various departments and vendors to support the customer.

You will operate autonomously towards satisfying the needs of the customer. This includes the Tech making educated decisions on part ordering, use of shipping partners, partnering with vendor, technical research, as well as dispatching field engineers. You are also expected to be able to make the decision to escalate and assign customer trouble tickets to the appropriate team member.

This position will trouble shoot issues, make recommendations to internal parties and customers to ensure resolution of problematic situations. This position requires regular planning and team work to support customer needs. This position will regularly communicate answers to complex questions and respond to detailed inquiries about technical issues and how to resolve these issues.

**General Responsibilities**:

- Answer technical and logístical questions pertaining to video conferencing and collaboration services
- Maintain records of technical support requests and specific needs for various customers
- Communicate with end users to assist with diagnosing and repairing audio and video issues remotely
- Respond with a sense of urgency when receiving customer correspondence
- Ensure all assigned trouble tickets are resolved to customer satisfaction
- Interact with partners and vendors to determine and resolve customer issues
- Participate in root-cause analysis
- Working with internal and external resources to arrange for dispatch of personnel
- Working with internal and external resources to ship appropriate hardware
- Upgrading or downgrading software to ensure functionality and increased customer satisfaction
- Pursue Research and Training as needed to better support clients and provide technical feedback
- Other duties as assigned

**Key Responsibilities**:
The Technical Support Junior is the first line of technical support for incidents and alerts. This position will provide real time trouble shooting support to identify issues.

**Preferred Technical Job Requirements**:

- Strong working knowledge of Video Conferencing standards
- Troubleshooting of AV systems
- Microsoft Teams Administrator - MS 700
- Microsoft 365 Fundamentals - MS900
- Modern Desktop Administrator Associate - MD100/101

**Working experience with the following is preferred**:

- ServiceNow or relatable ITSM platform
- Pexip
- Poly
- Cisco
- Microsoft
- Logitech
- Zoom
- BlueJeans
- Crestron
- Extron

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