1st Line Support Desk Technician

1st Line Support Desk Technician

Location: Midlands

Job Type: Full-Time (40 hours per week) (Hybrid) Ability to work flexibly including 8 am to 4 pm, 9 am to 5pm and 10 am to 6 pm rotas

Salary: £28,113

Airband are recruiting for a 1st line Support Desk Technician working out of our Droitwich office. The role will report directly into the Support Desk Team Leader within a high performing support team on our busy support desk.

You will be responsible for diagnosing faults on customer routers, VoIP phones and internal connection issues, in order to resolve enquiries and faults raised on the support ticketing system.

Responsible for supporting Airband customers, dealing with technical queries and reported faults, remote diagnostics, programming and problem-solving using cloud based diagnostic software – Solarwinds, Samknows and cnMaestro.

The successful applicant must have experience working on a busy support desk resolving customer enquiries both over the phone and via e-mail, have knowledge of Wireless, VoIP, Cloud Voice connectivity, networking and routers.

Responsibilities:

• Responding to customers via email or phone and answering their connectivity queries.
• Troubleshooting customer connectivity issues over the phone
• Liaising with engineers, office staff and customers to organise service calls.
• Completing customer processes to log information.
• Help Airband expand by selling the product when possible.
• Assisting with other tasks when required.
• Always providing professional and supportive customer service

Skills:

• Strong communication & IT skills.
• Organised and Self-Motivated.
• Ability to use own initiative to problem solve in a calm and logical way.
• Ability to carry out initial diagnostics for resolution on a network or via telephone
• Ambition to evaluate a customer issue and provide a resolution or escalate to 2nd line support.
• Great customer service skills.
• Knowledge & experience on Routers and wireless systems.
• Hosted VoIP and SIP telephony understanding.
• Knowledge of IP networks.

The successful candidate will be joining a team of highly motivated individuals with a positive and proactive approach to driving the business forward.

Preferred Experience:

The ideal candidate will have experience handling 1st line technical support within telecommunications. Previous experience supporting customers remotely, as there will be daily interaction with customers, so excellent communication skills and a professional approach are vital. You will be required to enhance our customer's experience by always exceeding their expectations and by fulfilling our best practices.

Airband Benefits:

• Competitive Salary of £27,295 per annum
• 25 days of paid leave a year rising to 30 plus bank holidays with service.
• 5% Airband pension plus a minimum 3% employee contribution.
• Customer referral bonus - a thank you for every customer you send our way.
• We offer hybrid working – a mix of working from home and in the office.
• Free Broadband - If you are in our coverage, you can benefit from free broadband with us!
• 20% off your monthly line rental on EE's phone, tablet, SIM only or mobile broadband plans.
• Cycle to work, Tech scheme, Healthcare and medical insurance. Dental care, and Health cash fund (dependent on the length of service)
• Airshare (employee discount platform) - discounts on everyday shopping, weekly groceries, holidays, the list is endless - save up to £1,000 a year!
• Refer a friend reward scheme – a selection of great rewards to choose from!

Pre-employment checks:

Please note that you are required to have the right to work in the UK and we request satisfactory references as part of our recruitment process. A DBS check may be required for a number of our roles, particularly those that are customer-facing. Also, a driving licence may be required for positions that require you to be out in the field as part of the role.

Recruitment agency support is not required at this time.