1st Line Telecoms Service Desk Engineer

1st Line Telecoms Service Desk Engineer

Whiteley

Full Time, Permanent

We are currently looking for a 1st Line Telecoms Service Desk Engineer to join our knowledgeable team of three engineers. You will be the initial contact supporting our clients through the phone to resolve or escalate their Telecoms issues. You will be supporting the other teams in the business with Telecom queries, logging tickets and keeping an up-to-date log of the key tasks. If you want to develop your Telecoms knowledge and career, we can support you with that through training courses, a helpful team and manager surrounding you.

Benefits of working for Tailor Made Technologies:

• A competitive salary
• Training opportunities set out with a clear training structure
• Progressive working environment with access to voice your opinions to decision makers
• 25 days holiday plus bank holidays
• Your birthday off
• Flexi health plan cover and access to a range of Health Benefits
• IT purchasing scheme
• Company pension
• An active Social Committee who plan monthly competitions and events
• A brilliant breakout room with free breakfast and a pool table

Join a Trusted Partner for Transformative Managed Technology

Experts in Managed IT, Cyber Security and Communications solutions, Tailor Made Technologies (TMT) is on a mission to help small and medium-sized enterprises leverage business technology to achieve their goals.

Partnership-focused with a deep and deliberate understanding of customers’ strategic goals, our in-house teams tailor our services to suit every client’s unique requirements and drive business growth.

Through comprehensive offerings, broad technical knowledge and excellent customer service, we ensure your business-critical IT and Communications systems work seamlessly in the background, unleashing you to fulfil your targets.

Duties and responsibilities of our 1st Line Telecoms Service Desk Engineer:

• To provide an initial point of contact via the phone to all contractual clients, log tickets and collate details of the issue.
• To work with the technical support team to identify problems and assist with solutions.
• Providing support to all clients, updating change control, and ensuring business continuity.
• Manage faults through to completion, keeping our customers updated and liaising with 3rd party Suppliers.
• Carrying out routine maintenance tasks on client’s phone systems.
• Assist the Business Consultants with questions regarding customer set up or products to ensure they can move forward.
• Assist the Service Delivery Managers when they need assistance regarding customer service issues or faults.
• Communicate with our customers through any faults or changes that you are involved in.
• Ensure our documentation is being maintained to a high standard.
• To provide 1st line diagnostics within the agreed SLA

Your previous experience:

• Experience of working in a Service Desk environment.
• Experience with using a Service Management system to manage incidents and requests.

Essential Skills:

• A real passion for Customer Service and Telecoms.
• Excellent telephone manner.
• Good written communication skills.
• Good attention to detail.
• Willingness and ability to embrace change and learn recent technologies.
• Ability to work within a high volume and fast paced environment.
• Customer focused ethos and committed to providing a professional service.
• Logical approach to problem solving.
• Able to prioritise, manage and track multiple activities and tasks.
• Enthusiastic approach and can-do attitude.
• A positive team player who can motivate engineers.
• Strong ownership mentality.

If this sounds like your ideal 1st Line Telecoms Service Desk Engineer role then apply today.