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Helpdesk Support Coordinator

2 weeks ago

Birchwood, United Kingdom Kloud9 Full time

**Helpdesk Support Coordinator**
**Location**: Birchwood
**Salary**: £23,000 - £25,000 per annum
**Contract**: Full Time,

**Benefits**: Company pension scheme, 20 days annual leave plus Bank Holidays
**Are you looking for an exciting new opportunity to join a thriving company with excellent benefits?**
**What’s on offer**:

- Very competitive salary
- Office Based
- 20 days annual leave plus Bank Holiday’s
- Regular works nights out and staff incentives
- Relaxed work environment
- Structured training and progression plan
- Company laptop
We are looking to add a **Helpdesk Support Coordinator** to our friendly team in Birchwood
We will provide you with all of the tools, training and systems you need to be able to provide first class customer service to our customers.
We have created a working environment where you can be yourself and make a real contribution to how the support team and wider business functions operate on a day-today basis.
We are looking for someone with a 'can do’ attitude and who will use their problem-solving skills daily. You won’t be afraid of wearing multiple hats and going above and beyond for our customers
One of our goals is to outshine the competition and you will play a major part in achieving this.
In addition to this you will:

- Act as escalation point for 1st line support
- Diagnosing and resolving faults
- Escalating faults to 3rd line teams
- Logging all faults / enquiries on our internal CRM
- Liaising with 3rd party suppliers and internal departments to get faults resolved within agreed SLA’s
- Placing orders on 3rd party portals
- Keeping customers informed of order progress
- Helping with Internal projects
**Customer Support Specialist - What we need from you**:
We are looking for someone who has a detailed understanding of how fibre networks work and have demonstrable knowledge of supporting both residential and business customers.
We need someone who stays calm under pressure and isn’t afraid of pushing themselves.
**Essential**:

- Have a good understanding of TCP / IP protocols
- Driving License
- 24 months experience working in a help desk environment within a telecoms environment
- Experience of configuration, administration and management of network services, eg VPN, Radius, IP address allocation planning
- Understand GPON Architecture and Networks
- Ability to plan and deploy large scale IT projects
- Experience with supporting / Provisioning EAD, EoFTTC and FTTP
- Experience of being a team player
- Working towards / exceeding weekly and monthly department KPI’s
**We would love it if you had**:

- Experience of Sonar
- Experience of supporting Voip
- Experiance with Mikrotic
- Experience with RIPE
**If you feel you have the skills and experience to be successful within this role, click on APPLY today**
**No agencies please.