1st Line Technical Support

Orbital Internet Group is an Award winning and leading provider in the telecoms industry that has been in operation for over 20 years.

We take immense pride in the services we deliver, including our in-house designed WiMAX wireless solution and bespoke Holiday Park Connectivity options.

Despite the way the world has changed in the past 18 months we have seen fantastic growth and demand for our services. From clients working from home, businesses changing the way they work and the popularity of holidaying in the UK, we have been there to make sure our clients can adapt to these situations and grow.

We have big plans to bring pure fibre internet services to thousands of residents and businesses across Kent, utilising our Vfast and Orbital Net brands.

With this growth and the amazing opportunities we have in front of us we see exciting times ahead, and we are now looking for someone dynamic to be part of that.

The overall purpose of the role is to provide 1st line technical support to Orbital Internet Group’s residential and business users. A core focus of the role is problem analysis and resolution to the customer’s satisfaction. This is a demanding first line position, calling for a high standard of customer support to be delivered. Your role will include both supporting customers on the telephone and also answering tickets via our online helpdesk. As the role includes dealing with customers, you will be required to present a friendly, helpful, positive attitude at all times. Orbital Internet Group offer a wide variety of internet-based products, and your ability to support all of these is essential.

This role will suit individuals who are committed to providing premium quality technical support and are able to troubleshoot in a thoughtful and efficient way, in some instances identifying a problem with limited information from the customer. Your ability to provide fast, concise information is essential.

**Key Responsibilities**:

- To provide 1st line technical support; answering support queries via phone and dedicated web-based helpdesk; in a thoughtful and efficient way.
- To take ownership of user problems and be pro-active when dealing with user issues.
- To maintain a high degree of customer service for all support queries and adhere to all service management principles.
- To escalate more complex calls to the relevant Support members.
- Giving timely and accurate responses to enquiries.
- Providing customer coaching in order to help the customer resolve problems themselves.
- Provide relevant information and answer customer queries via phone or helpdesk.
- Proven experience in a technical customer service/technical support environment
- Exposure to multiple operating systems including Windows 10 and Mac OSX.
- Excellent Knowledge of Wireless Technologies
- Working knowledge and experience of core networking technologies such as IP, DNS, DHCP and NAT
- Good understanding of IP subnetting
- Familiarity with VoIP
- Some form of IT qualification a bonus
- Analytical structured approach to problem solving
- Committed to service excellence
- Eager to provide first call resolution
- Able to quickly inspire confidence in others and build rapport with the customer
- Able to remain calm and focused in an ever-changing environment
- Experience of working successfully in an ‘unscripted’ customer contact environment an advantage
- Keeps up to date with technology trends and has keen interests in fields relevant to the position.

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

**Salary**: From £19,000.00 per year

**Salary**: £19,000.00-£21,000.00 per year

**Benefits**:

- Casual dress
- Company events
- On-site parking

Schedule:

- 8 hour shift
- Weekend availability