Technical Support Specialist

Full Time Essex IT Job Pro UK

We currently have an exciting opportunity available for a 1st Line Technical Support Specialist to join our Service Operations department based in Shoeburyness (some field work may be required). You will join us on a full time, permanent basis in return for a competitive salary of £20,000 per annum.

Where you’ll fit in:

Our 1st Line Technical Support Specialist is responsible for ensuring the provision of high-quality support services to Solutions customers. As the first point of contact for customer queries and faults, you will be responsible for managing inbound and outbound calls as well as emails to diagnose customer faults to resolution, whilst also maintaining accurate records within the CRM system.

Responsibilities of our 1st Line Technical Support Specialist:

– Day to day manning of the Service Desk covering fixed-line queries

– Managing and resolving service tickets across solutions products and services

– Using remote management solutions to assist with resolving service tickets

– Ensuring high levels of customer satisfaction are maintained

– Proactively using service boards to ensure workflow is prioritised and in line with customer SLA’s

– Providing regular communication and support to customers via email, telephone and through service tickets

– Using carrier portals to raise and escalate customers support queries through to completion

– Ensuring all customer information is tracked and kept up to date on the company database/system

– Liaising with carriers and suppliers where required

– Supporting, coordinating and maintaining relationships with internal teams

– Sharing any specialist skills with other team members so that any agent will know and understand all aspects of support

What’s in it for you?

– 20 days holiday increasing to 25 days, plus bank holidays

– Up to 12 paid hours a year ‘My Time’

– A day off for your birthday

– Discount for all staff on tech and all the latest gadgets

– Discounted Gym membership and subsidised Fitbit

– Annual events including the Christmas Party

– Quarterly employee reward programme and employee of the year awards

– Enhanced Maternity and Paternity pay (based on length of service)

– Cycle to work scheme & eye-care vouchers

– Access to our exclusive Onecom extras portal with over 3000 discounts for different retailers

– Access to a wide range of in-house training opportunities

What you’ll need to succeed as our 1st Line Technical Support Specialist:

– Customer service experience

– Proven record of customer relationship building

– Fault or incident experience

– Technical understanding of Fixed Line and Data Connectivity Solutions

– Good communication and organisational skills

– Experience of supporting customers in line with SLA’s

– Proficient in Microsoft office in particular MS Excel

– Extensive technical knowledge and experience of Customer IT Environments

– The ability to provide advice to non-technically aware customers (either internally or externally)

– Adaptability and initiative with a pro-active approach

– Outstanding attention to detail and accuracy

– The ability to liaise with customers in an empathic and technically effective manner

If you’re looking for a new challenge and would like to be considered as our 1st Line Technical Support Specialist, please click apply now! We’d love to hear from you

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