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Technical Support Analyst

Location Peterborough, Cambridgeshire, United kingdom
Posted 17-January-2019

Network Engineer position in Peterborough - 230 per day - 5 - 6 month contract, Jan 2019 start

A Network Engineer is required to work remotely with a leading telecoms company in Peterborough. Our client pride themselves on connecting customers and are recognised as a true market leader.
As a Network / Faults Engineer, you provide high quality customer service whilst handling faults and other customer enquiries. You will complete detailed fault diagnostics and resolution where possible within agreed company service level standards, whilst assign ongoing faults to appropriate technical escalation areas and notify line management of issues and problems requiring attention.

Successful applicants for the Network Engineer role in Peterborough will have CCNA certification and previous fault resolution experience within a telecoms environment. Customer service is a stellar requirement, as you will be managing business customer queries. Supporting 2nd line queries within a second line support function. This is a fantastic opportunity to work within a prestige customer site and to develop your experience rapidly

Key Responsibilities:

Deal with general inbound and outbound calls quickly, courteously and efficiently in line with departmental standards, policies and procedures to ensure that all department service levels and key performance indicators are met.To complete detailed fault diagnostics (including remote diagnostics) utilising appropriate technical diagnostic tool. Resolve all faults within target times, and ensure all calls are logged on the system. Knowledge of telephony and WAN solutions would be ideal.To support engineers completing site visits for faults.To ensure that outstanding problems are escalated according to procedures and to continue to monitor and own outstanding problems ensuring that resolution is achieved in the shortest possible time.Provide support to managers, team members and other colleagues to ensure departmental service levels are met.Communicate with and have a working knowledge of other departments as required to ensure that all customer faults are dealt with speedily and efficiently.Maintain a comprehensive knowledge of all policies, processes and procedures in place and ensure these are adhered to when dealing with customers.To ensure that customers perceptions are managed effectively.

So what are we looking for? Ideally you should have proven experience in working in a faults call centre for a minimum of a year, a high level of Microsoft Office application knowledge and proven commercial experience working with faults. Our client have asked that applicants hold a CCNA / A+ and Networking certificate to proceed with this role.

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

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