Technical Support Analyst

CityFibre ,
Telford, Shropshire
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Job Description

WHATS IN IT FOR YOU? When the future is full fibre, its faster, more affordable and better connected. Were the leading provider of this alternative network infrastructure, building Gigabit cities from the ground up. With a salary of 20,000 - 26,000 depending on experience, youll also receive benefits including 23 days holiday, pension scheme, employee bonus scheme and many more. Join the CityFibre team and help us bring Britain up to speed! WHAT WILL YOU BE DOING? This role is a 24/7 opportunity and will include some weekend and overnight working shift patterns. We are looking for a talented technical support representative to join the team, using their troubleshooting and problem-solving skills to provide exceptional customer service and quality support to our customers. Youll operate well within a defined process whilst thinking logically and calmly to resolve issues. Youll primarily be answering incoming calls from customers, working with them to efficiently diagnose faults or problems on the network, achieving timely incident resolution. Youll also be monitoring the network management system to prevent future incidents occurring, alongside the other Service Desk and NOC teams. WHAT WILL YOU BRING? Youll have solid technical support experience with knowledge of WAN technologies, and the skills to effectively troubleshoot and resolve/escalate customer issues, consistently providing a high level of customer service even when working under pressure. We are aiming towards creating a working environment which follows ITIL practises, so any previous exposure to ITIL would be beneficial (although not essential). Youll also have: * Experience of dealing with Internet Services DSL, Ethernet, Firewalls, GPON, routing protocols * Network administration experience * Strong customer service and issue resolution skills * Experience of Windows operating systems and MS Office packages * 5 GCSE's as a minimum including English & Mathematics at grade C or equivalent

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