Job Title: Technical Support Advisor (Shift)
Location: Sheffield (S20)
Salary: Competitive, depending on experience
Job type: Full time, Permanent (Shift Based)
We are looking for a self-motivated customer service focused professional to join the 24/7 Technical Support Team. Working in a busy Network Operation Centre environment, you will deliver service aligned to the following:
- Customer service excellence
- Engagement with colleagues, partners and customers to resolve technical issues.
- ITIL process understanding and experience.
The candidate will be experienced in the following:
- IP Telephony (VoIP)
- Internet Services
- Fixed Lines
- Windows Server Operating Systems
- Support Mobile devices and MDM
- Microsoft 365
You will work closely with partners and customers to resolve technical queries, owning and managing these promptly and efficiently through to resolution.
The successful candidate must have experience of working in a customer facing technical support role, have excellent interpersonal skills and a passion for delivering exceptional customer service.
Duties & Responsibilities:
- Deal quickly and efficiently with customer incidents and enquiries by phone, email, chat and web portal.
- Take ownership of and manage customer incidents through to resolution using ITIL methodology.
- Keep customers and Business Partners fully up to date with the progression of their incident.
- Engage with other areas of the business to ensure the customer's requirement is delivered.
- Organise and prioritise own workload.
- Be confident in advising customers on new products available and how they would benefit them.
- Microsoft qualification
- Demonstrable service desk experience
- Customer service driven
- High level of attention to detail
- Methodical in resolving issues
- Strong interpersonal skills
- Excellent communication skills both verbal and written
Continual Training provided.
Candidates with the relevant experience or job titles of; 1st Line Technical Support Analyst, IT Technician, IT Support Engineer, IT Service Engineer, IT Service Desk Technician, 1st Line Helpdesk Engineer, IT Support Technician, 1st Line Support Engineer, Support Technician, IT Support Engineer, 1st Line Support Technician, Technical Support, IT Support, IT Systems Support, 1st Line Support, IT Customer Support Advisor may also be considered for this role.