Technical Support Analyst

Job Type:
Job Sector:
South East
High Wycombe
£18,000 to £25,000 per annum
Salary Description:
�18k - 25k per year
TalentSpa Recuitment
Job Ref:

Technical Support Analyst

Location: High Wycombe

Salary: �18-25k DoE

Established since 1998, 5G are a well-known supplier of B2B telecommunications, supplying leading edge technology throughout the UK, with a turnover in excess of �15m.

A fantastic opportunity has arisen to join our Technical Support team in High Wycombe, Buckinghamshire, to provide 1st and 2nd line technical support to customers of the company. This role is part of a team with multi-skilled knowledge and experience of supporting voice and data services.

Responsibilities of the Technical Support Analyst:

* Resolving faults, and providing temporary solutions.
* Take responsibility for the fault from first contact to resolution.
* Diagnose and understand customers' faults with broadband, lines, email, wireless, VPN, routers and VOIP.
* To action technical call back request generated from other departments.
* Logging all customer interaction on CRM software.
* Liaise with other departments with regard to customer issues/faults.
* Report new faults to suppliers
* Chasing suppliers for updates and progression of faults.
* Prioritise workload and ensure deadlines are met.
* Keeping customers and other members of staff informed about the progress of certain faults.
* Contacting Openreach engineers regarding line faults and SFI engineers regarding Broadband Faults. This may also mean becoming involved with IT support on the customer's end and their maintainers.
* Keep up to date and aware of the technical support issues, IT policies and best practice methods.
* Register/transfer domains and configure POP3 email accounts.
* Configure and troubleshoot POP3 / Exchange email clients, i.e. Outlook 2003/2010
* Troubleshoot VOIP issues.

You must be capable of resolving the following issues within 15 minutes:

* Register new email address for existing domain customers and update Billing;
* Basic email configuration and support (Incoming and Outgoing SMTP Setting) for Microsoft Outlook / Express;
* Router configuration and configuration checks to an intermediate level including, for example, port forwarding and specific LAN settings.
* IP Addressing (Reconfigure Router with new Routed IP's);
* NAT and Port Forwarding /Open Ports;
* 1st Line IPPBX and PBX, Hosted PBX configurations, IP Number diverts and IP MAC's (Moves, adds and changes).

Requirements of the Technical Support Analyst:

* A good working knowledge of broadband, line, LANs and emails.
* A good knowledge of diagnostics tools.
* An understanding of basic network concepts and terminology DHCP, DNS, TCP/IP
* Attending client sites to resolve problems and install new equipment.
* To troubleshoot SMTP / POP3 mail flow issues.
* Previous experience in a help desk technical support environment is essential.
* Experience in telecommunications help desk support would be of a greater advantage.
* A-C grade GCSE or equivalent in Maths, Science and English.
* Certifications held in CompTIA network+ or similar.
* Microsoft Technology Associate (MTA) (not essential but an advantage).
* Cisco Certifications (not essential but an advantage).
* General basic knowledge on analogue and digital technology
* General knowledge of Microsoft Windows
* General technical Knowledge of networking
* Basic knowledge of PBX and PDQ equipment
* General knowledge of ISDN technologies
* General technical knowledge of the internet e.g. ADSL
* General basic knowledge on TCP/IP
* Basic technical

Contact Details:
TalentSpa Recuitment
Tel: 0844 8700 926
Contact: .

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