Technical Support Advisor 2nd Line


West Sussex


£20000 - £25000

Job Reference:


Job Description

Technical Support Advisor 2nd Line – Our Client:

  • An award-winning leading UK communications provider
  • Specialising in all aspects of Business Communications
  • SME, Mid-Market and Enterprise clients in the private and public sector
  • Offer cost-effective solutions across a wide range of products
  • Work with global brands such as BT, Virgin Media, Gamma Telecom, Vodafone, O2, Samsung, Exponential-e and Microsoft
  • Recognised as a fair and transparent company
  • Looks after 10,000 satisfied businesses

Technical Support Advisor 2nd Line – The Candidate:

  • Customer service focused with an excellent telephone manner
  • A demonstrable ability to follow process and build a reassuring rapport with customers
  • The ability to remain calm and composed when dealing with difficult customers to establish confidence whilst an issue is resolved
  • To quickly gather the right information from the customer, analyse the issue and take appropriate and timely action
  • Target focused, and able to keep on top of all tasks and escalations whilst assuring excellent customer service at all times
  • Accurate numeracy, written and data entry skills
  • An analytical and methodical problem solver
  • Be adaptable to change in processes
  • An ability to deliver clear and articulate information to customers and colleagues adjusting language and detail to suit the audience, whether it is verbal or written
  • A detailed-oriented individual, who can estimate and prioritise effectively

Technical Support Advisor 2nd Line – The Role:

As part of the Service Desk, providing 2nd line support and excellent customer service in the areas of; WLR, SIP, Hosted Telephony, PBX Telephony and Internet Services including managed services.

Principal Responsibilities:

  • To provide 2nd line support to customer with fixed line faults covering PSTN, ISDN2, ISDN30 and DSL Broadband, support to customers with physical and hosted telephone systems.
  • Be an escalation point for 1st line Service Desk
  • Provide training and shadowing to other support staff within the Service Operations department
  • To understand and confidently investigate LAN faults in relation to DSL Broadband installs and telephony set up
  • To understand and confidently interact with the Openreach network and services
  • Answer the phone within the agreed target time, in relation to an overflow of 1st Line calls
  • To diagnose, log, action and follow through to resolution all faults, including escalations whilst keeping the customer informed of progress
  • To update your line manager on any outstanding faults or that have breached their SLT, in a timely manner
  • To adhere and contribute to the company’s quality system and processes, and their maintenance
  • Actively contribute to and promote the use of best practice and continual service improvement within the team
  • Contributing to the success of the Service Operations department and the Company

If you are interested in this role contact us today!