Mtech are looking for a Technical Support Assistant to join our team.
This is an office based 1st line support role working closely with our Telecoms Engineers. Experience with Telecoms IT, broadband, routers, Team viewer, Microsoft office products, pc & laptops is required as a minimum.
Excellent career prospects and opportunities for promotion.
Technical Support Assistant
MAIN DUTIES AND RESPONSIBILITIES

• To take all support department calls, follow a basic checklist and raise tickets as and when required as per priority SLA’s
• To deliver excellent customer service
• Keeping the customer updated at all times within company ‘SLA’s
• Accurately recording all information on the database and keep all internal systems updated
• Follow up with Supplier/ third parties to ensure that faults are managed within company SLA’s
• Escalate faults with Supplier/third parties to ensure that faults are being managed promptly
• Pro-actively monitor all Supplier/ third parties’ performances to ensure that the company is aware of any failure to achieve the agreed ‘SLA’S
• Diagnose faults with any SIP/Vo IP services on a first line basis
• Diagnose any basic faults on CTI Call Recording/Call Reporting software or any associated services
• Speaking to customers in a professional and timely manner
• To provide accurate and prompt reporting
• Liaise with and update other departments as require
• Undertake relevant training and evaluation to ensure own personal performance and development
• Carry out all general administrative duties including e-mails, scanning, letters, filing etc.…

QUALIFICATIONS AND / OR EXPERIENCE REQUIRED

• Previous relevant Telecoms employment experience would be ideal, however not essential
• Possess IT skills and have a working knowledge of windows-based packages and other databases
• Good attention to detail
• Have strong communication and interpersonal skills
• Can show an understanding and empathy to customers
• Take ownership and show pride and passion towards customers
• Take responsibility for both their own and staff Health and Safety, ensuring they are working safely in the work environment at all times and report any hazards issues to Management/ HR Department
• The ability to follow procedures, listen and accurately record information
• Excellent customer service skills with a ‘can do’ attitude
• Has a proven track record of working in a flexible manner and being adaptable to organisational change
• Is committed to ongoing training and professional development
• Confident phone manner and an excellent team player

At Mtech you will benefit from:

• Monthly bonus scheme
• Fun, supportive and happy working environment.
• Full training package with career progression opportunities.
• 24 days holiday, plus bank holidays.
• Overtime
• Free on site parking
• Central location by all major road and rail routes.
• Plenty of shops and cafes on the doorstep.
• Early finish on a Friday
• Working with exceptionally talented and experienced staff.

Job Type: Full-time
Pay: £25,000.00-£28,000.00 per year
Additional pay:

• Bonus scheme
• Performance bonus

Benefits:

• Company events
• Discounted or free food
• On-site parking
• Sick pay

Schedule:

• Day shift
• Monday to Friday
• Overtime
• Weekend availability

Ability to commute/relocate:

• Christchurch: reliably commute or plan to relocate before starting work (required)

Experience:

• 1st line support: 1 year (preferred)
• Telecommunications IT support: 1 year (required)

Work authorisation:

• United Kingdom (required)

Location:

• Christchurch (preferred)

Work Location: In person