Technical Helpdesk Operative

**Technical Helpdesk Operative**

**Salary: £21k-26k (negotiable on experience and qualifications)**

**Full time, permanent**

B4RN is a rapidly expanding company providing fibre broadband to isolated communities in the UK. We don’t offer London wages, but instead we provide a lovely area to live and work in, a friendly flexible working environment, a decent salary and benefits and the knowledge that every day you are directly and permanently improving people’s lives.

You will work from our office at Melling in 1st line support responding to and solving technical issues for our fibre broadband and voice customers. You will log these issues into our CRM system.

You will maintain high levels of professional conduct, cooperative engagement in tasks set personally and across the team, exercise initiative, engage with line management to suggest improvements to the service provided.

You will assist in the evaluation and testing of new technologies, as directed.

You will need to have strong organisational, time management, problem-solving skills, excellent attention to detail and a high level of accuracy. You will need to be able to think proactively, multitask and prioritise daily workload.

We are looking for someone with excellent verbal and written communications skills, a high level of confidentiality, discernment and judgment, and a good telephone manner and a lot of patience.

It is preferable that you have some experience in IT Support and/or Customer Service and understand the basic concepts behind home routers, Wi-Fi networks, networked devices and home computing.

You must be able to work independently and, due to the working hours, you must be over 18.

You must maintain ongoing possession of a full, valid driving licence.

ROLE
- Undertake first line support, assist in the provision of fault management, perform triage and remote diagnostics resulting in site visits if necessary.
- The installation, configuration and maintenance of network equipment owned or managed by Broadband for the Rural North.
- Engage with the CPE Operations Team in the provision of CPE devices and associated configuration and development.

Special Conditions
- The company's 24x7 support commitments may require participation in a rota based, on-call system that will result in callouts outside of standard working hours.
- This post requires the ongoing possession of a full, valid driving licence.

RESPONSIBILITIES
- Carry out first line support duties to service our customer base for network and connectivity related issues including systems such as the online Helpdesk, network monitoring tools, VoIP management and CPE provisioning systems.
- Assist with second line support for internal network faults and possible business customer queries/faults.
- Provide support where necessary for major network and system faults, as directed, ensuring prompt rectification. This may require 24x7 call-out rota working.
- Assistance, as directed, in the maintenance and operation of network infrastructure owned or managed by B4RN when appropriate.
- Associated tasks with office computers such as network card installations, software support, installation and configuration of user machines.
- Liaise with the CPE Operations Team in the provision of CPE devices to include input into the design and operation of the system using DHCP, TR-069, and other management protocols.
- Hold an awareness of the design and operation of the core network to understand traffic flow and device provision and management.
- To maintain high levels of professional conduct, including but not limited to, cooperative engagement in tasks set, the exercising of initiative to suggest, through line management, improvements to the service provided, and clear and professional styles of communication at all times.
- To assist in the evaluation and testing of new technologies, as directed.
- Such other duties appropriate to the grade as may be directed by line management.

**Job Types**: Full-time, Permanent

Pay: £21,000.00-£26,000.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Company pension
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Sick pay
- Store discount

Schedule:

- Monday to Friday
- Weekend availability

Work Location: In person