Technical Support Specialist - Permanent- £30k + Bonus- Guildford
IoT technology is transforming our world - luckily we provide a suite of unique cellular technologies solving IoT solutions from device to cloud.
With our AnyNet and managed services platform and working as an advance technology partner for Amazon Web Services, we connect devices globally using 2G, 3G or 4G across GSM, LTE and CAT1/NBIoT.
We are looking for a technical support specialist to join our ever growing team.
Working Hours: 37.5 hours per week. (1-hour unpaid lunch)
There is a 3-shift system working currently 8am to 4:30pm 9am to 5:30pm 10am to 18:30pm
Occasional UK public holiday coverage on a rotational basis
On call rota - this includes an extra payment allowance, approx. 1 week in 5. (Once qualified)
Customer centric Bonus - Bonus paid by ¼ for objective and subjective targets, starts after successful completion of probation period
Responsibilities:
- 3 to 5 years' experience in technical support or technical customer service roles
- Providing a strong technical interface to customers with technical service problems.
- Understanding the technical challenges being presented from the customer and driving through solutions to those problems
- Providing an administrative function for service request management.
- Logging and managing all incident, service and access requests via phone or email to agreed SLA timescales.
- Providing investigation and diagnosis;
- Resolving incidents and service requests;
- Escalating and managing through problems to Operations or Development teams.
- Regularly communicating with customers on their issues, over email and telephone.
- Working closely with the Service Delivery function to support the Delivery of new projects.
- Providing leadership and assistance to junior members of Service Desk team.
- Closing all resolved incidents or other requests.
- Occasional ad-hoc project work assigned by the Service Desk Manager.
Required Skills:
- Computer Science or Engineering degree or equivalent.
- A good level of working knowledge of GSM/LTE cellular networks.
- Experience working within a Mobile Network Operators support or service desk environment, would be highly desirable.
- Experience within an IT, networking or software development environment would be highly desirable.
- Self-motivated with a strong desire to learn quickly, an ability to work across multiple sciences and networking technologies.
- Excellent communication skills, written and verbal, with ability to articulate complex matters at the right level is essential.
- Strong user experience with key applications within the Microsoft Office suite especially excel, is essential
- The ability to resolve problems, understand complex situations and most importantly, a desire to deliver a high level of customer service.
- A good working knowledge of database interaction using an appropriate SQL syntax is essential.
- A good level of experience with IP Networks, networking concepts or router technology is essential.
- Experience in software development & languages such as PHP, C#, Perl or equivalent is highly desirable
- Having the confidence to manage and administer customer tickets within contractual Service Level Agreements or to an agreed expectation.
To apply for this Technical support specialist role please send your CV via the application process.
Commutable from: Surrey, London, Reading, Camberley, Frimley, Farnborough, and Hampshire.
GCS Computer Recruitment Services is acting as an Employment Agency in relation to this vacancy.