Solutions Architect, Telecom
Macquarie Technology Group
CloudVMware
Technical Support Advisor, 2nd Line – Telco
Focus Group
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteSalary
💰 £25,000 - £29,000 per year
Job Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- Provide a first-class service to Focus Group customers through handling of 2nd line service queries as part of the Product Services team.
- Responsible for cases functionally escalated from 1st line, ensuring these are assigned and progressed in priority order.
- Be available for overflow calls from the 1st line team and meet any agreed personal call targets.
- Diagnose, log, action and follow through to resolution cases, including escalations while keeping the customer informed of progress; identify when a case cannot be fixed remotely and route to Field Allocation for a site visit.
- Troubleshoot hardware and software problems and configure applications and systems.
- Drive outbound calling to resolve cases in a timely manner and avoid delays where possible.
Requirements
- Experience in a customer facing technical support role, supporting telecoms or connectivity.
- High level knowledge of broadband and leased line technology and confidence in router configuration.
- Proficiency in network troubleshooting, including IP addressing, DHCP allocation and Meraki SDN/SD-WAN.
- Accreditations in cloud-based phone solutions including Horizon, LG, Wildix, EvolveIP.
- Good understanding of on-pre phone systems including a basic knowledge of configuration.
