Technical Support Advisor

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 impressive 6th placein the telecoms sector and to have been awarded a 1* accreditation by Best Companies - awarded by _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.

We are now recruiting for an Out of Hours Technical Support Advisor

The purpose of this department / team is to support our local and international clients round the clock within our IT, Telecoms and Enterprise Networks departments. This role is primarily aimed at our IT desk however some basic cross support is also requiredwith training provided in those technologies.

Main duties of this role are:

- 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 with Focus

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.

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