Technical Support Advisors

2 weeks ago


West Sussex, United Kingdom Gold Group Ltd Full time

**Technical Support Advisors - Out of Hours**

West Sussex

**Brief**

Out of Hours Technical Support Advisor needed for an industry leading IT Solutions organisation based in West Sussex who are looking to employ an experienced and well-rounded Technical Support Advisor that takes pride in their work with an in-depth knowledgeof development using various Microsoft technologies.

**Salary: £24,000 - £28,000 per annum + £4000 Out of Hours allowance**

**What the role entails**:
Some of the main duties of the Technical Support Advisor will include:

- Provide 1st and 2nd line support to customers for Telephony, Data and IT Services.
- Understand and confidently investigate LAN faults in relation to DSL Broadband installs, telephony and IT set up.
- Understand and confidently interact with suppliers for our core products.
- Identify, investigate, and resolve where possible reported incident
- Meet set Targets & Expectations for ensuring the best possible customer experience
- Update your line manager on any outstanding faults or that have breached their SLT, in a timely manner
- Record interactions with customers on the companies in house CRM system
- Record, report and diagnose reported incidents on supplier portals where required
- Follow industry & company guidelines in relation to a customer's contract
- Follow company Fraud Process procedure - including next working day handover
- Meet set OLA and grade of service KPI's.

**What experience you need to be the successfulTechnical Support Advisor**:
**Essential Skills**
- Office/Outlook Troubleshooting & Support
- Office 365/Azure/SharePoint Administration
- Experienced with Local Active Directory Administration
- Experience with Group Policy Administration
- Customer service-centered approach to supporting the client base and an excellent telephone manner
- Be able to remain calm and composed when dealing with a difficult customer to establish confidence whilst an issue is resolved

**Desired Skills**
- DHCP/DNS Understanding & Troubleshooting
- Windows Remote Desktop Administration & Troubleshooting
- Server Virtualisation Technology (Hyper-V & VMWare)
- Backup Technology (Veeam, Off-site remote backups, Shadow Protect)
- Meraki, Unifi & Other Networking Technologies
- Advanced Azure & Intune Experience
- Windows Autopilot Exposure
- SonicWall Firewall Experience

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.



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