Job Description

Tech Support Specialist

On behalf of our client, we are seeking a dedicated and skilled Tech Support Specialist to join their dynamic team. This role is integral to delivering exceptional customer service, both internally and externally, while managing hardware provisioning, fault diagnostics, and ongoing product support. If you have a passion for technology and a commitment to problem-solving, we encourage you to apply.

If you are a motivated individual with a strong technical background and a passion for delivering exceptional customer service, we would love to hear from you.

Benefits

• Monday to Friday, 9:00 AM to 5:00 PM.


• Competitive starting salary of £27,750, increasing to £29,000 upon completion of training courses.


• 20 days of holiday, increasing by 1 day each year up to a maximum of 30 days.


• Bank holidays in addition to the holiday allowance.


• On-site parking.


• Workplace pension scheme.


• Attendance and company bonuses.


• Access to the Bupa Employee Assistance Programme.


• Birthday gift voucher.


• Long service vouchers.


• EV charging facilities.


• Company-branded clothing.

Responsibilities

As a Tech Support Specialist, your key responsibilities will include:

• Delivering outstanding customer service while effectively managing customer expectations.


• Handling faults, requests, and inquiries related to Broadband and Hosted Telephony.


• Taking ownership of issues through to resolution, providing proactive and regular updates to customers.


• Building and provisioning VoIP orders for customers.


• Installing and provisioning hardware.


• Conducting product training sessions for customers.


• Offering day-to-day product support to existing customers.


• Navigating third-party web portals and quickly adapting to technical processes.


• Conducting site visits to resolve issues when required.


• Providing out-of-hours support to customers on a rota basis (optional).

Qualifications

To excel in this role, you should possess the following skills and knowledge:

• Telecoms background with expertise in:
  
  
  
  • Network hardware (PCs, switches, routers, and firewalls).
  
  
  • Networking protocols (TCP/IP, DNS, VPNs) and router configuration.
  
  
  • Hosted/IP telephony systems and SIP trunks.
  
  
  
  


• Excellent customer service and communication skills.


• A positive attitude and effective time management skills.


• A logical approach to problem-solving and the ability to work under pressure.


• Capability to work independently as well as collaboratively within a team.


• Flexibility to manage workload while adapting to changing priorities.

Day-to-Day

Your typical day will involve:

• Responding to customer inquiries and resolving technical issues.


• Configuring and installing hardware and VoIP systems.


• Providing training and support to customers to ensure optimal use of products.


• Collaborating with team members to troubleshoot and resolve complex issues.


• Managing and updating customer cases in a timely and professional manner.

If you are ready to take the next step in your career and join a forward-thinking team, we would love to hear from you. 

INDCH