Technical Support Advisor 2nd Line Telco
$29,000–$29,000 year
HybridManchester, England, United Kingdom or Exeter, England, United Kingdom
Manchester, England, United Kingdom or Exeter, England, United KingdomHybridFull Time$29,000–$29,000 yearMid LevelMedium
Full TimeMid LevelMedium
Job Summary
Manage escalated 2nd line service queries from the 1st line team, diagnosing hardware and software problems to resolve cases remotely or routing them for site visits. Diagnose, log, and follow through to resolution while keeping customers informed of progress. Configure applications and systems, report issues to suppliers, and escalate cases to the 3rd line in line with SLAs. Meet agreed personal call targets and ensure all outstanding cases are managed effectively.
Required Qualifications
- Experience in a customer facing technical support role, supporting telecoms or connectivity
- Accreditations in cloud-based phone solutions including Horizon, LG, Wildix, EvolveIP
- Good understanding of on-pre phone systems including a basic knowledge of configuration
- Skilled in using technical expertise to solve customer issues
- Able to effectively gather relevant information and communicate technical resolutions and updates to customers
- Experience of utilising ITIL methodology, regarding incident, change and request management
- Solid understanding of ITSM/CSM Case (ticket) management systems
- Able to assess when it's appropriate to escalate an issue to 3rd line in order to ensure a good customer experience
- Hybrid working- 3 days in the office 2 wfh
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