Senior Support and Installations Technician
Department: Product
Employment Type: Permanent
Location: Linlithgow
Reporting To: Liam Bonthron
Compensation: £28,000 - £31,000 / year
Description
The Senior Support & Installations Technician within DB Comms is responsible for the configuration, installation and maintenance of customer products and services, working collaboratively with the rest of the DB Comms team to ensure a smooth transition from their previous service provider, as well as providing prompt and timely resolutions to service interruptions.
The role ensures the delivery of exceptional customer service, consistently meeting and exceeding agreed SLA’s in respect of customer contact and query resolution. An aptitude for technology and familiarity with cloud-based communications solutions is essential for this role, along with experience in both fixed and mobile telecoms, wireless configuration and a knowledge of challenges faced by businesses in relation to telecoms and connectivity in this rapidly evolving industry.
Key Responsibilities
Customer
* ·Visit customer premises to conduct site surveys/scope of works prior to installations as required;
* Configure, install and setup new products and services for customers on-site as required by the Client Services Manager in line with orders received and processed within the team;
* Diagnosing and resolving customer faults and service interruptions, utilising expertise and knowledge of DB Group products and services, while ensuring resolution is provided within agreed SLA’s at all times or where SLA’s are unlikely to be met, escalating this to the Client Services Manager;
* Visit customer sites to respond to complex and urgent faults and service interruptions (sometimes out of hours) to ensure that we meet our obligations under agreed SLA’s and maintain relationships with our customers;
* Ensuring all customer interaction which relates to faults and service interruptions are done so through the ticketing system on NetSuite CRM, so the Company can monitor and report on service ticket resolution times and outstanding issues;
* Work collaboratively with colleagues in the DB Comms team to diagnose and resolve major customer faults and service interruptions, while making sure the customer is kept regularly updated by the most appropriate communication channel;
* Develop and maintain an up to date knowledge of DB Group’s product set for your division, as well as those of other business divisions, to ensure we can provide our customers with the most suitable products & services for their needs and maximise on opportunities for cross selling;
* Maintain internal telecoms systems for DB Group, providing additional extensions, lines and handsets as required and directed by key personnel;
* Provide exceptional service at all times during customer interactions, committing to the Company’s direction of customer intimacy.
Supplier
* Liaise with suppliers on customer faults and service interruptions, to ensure DB Group meet their obligations under agreed SLA’s while ensuring that suppliers meet their own SLA obligations to DB Group and where issues arise, escalating to the Head of DB Comms;
* Develop and maintain sustainable working relationships with key personnel within suppliers that DB Group work with in respect of DB Comms, to facilitate a positive working relationship and the prompt & timely resolution of queries, concerns & faults;
* Maintain up to date knowledge of supplier SLA’s with DB Group, for effective working practices and relationships;
* Maintain up to date knowledge of supplier products and services available to DB Group, the work involved in configuration & setup, so that deployment to customer sites can be planned accordingly and resource allocated appropriately to your workload;
* Attend supplier training events as required to further your own development and technical knowledge within the role;
Peers
* Providing technical expertise and guidance to 1st Line Support, Provisioning and Sales as appropriate;
* Identifying trends in technical issues and proactively recommending solutions to the wider team to mitigate them;
Skills, Knowledge & Expertise
* SCQF Level 6 English and Maths; SCQF Level 5 Physics; ITIL Foundation;
* Experience working with Gamma, 8x8, NFON products; Experience working with Draytek and Unifi managed hardware;
* Minimum of 3 years experience working within a technical support role in the telecoms industry; Extensive knowledge of Hosted VOIP, Networking and WiFi; Experience of dealing with third party service providers
* Strong communication skills – a good telephone manner and the ability to communicate both verbally and in writing in a professional manner; Well presented with a flexible positive attitude;
* Good proactive problem-solving skills; Ability to understand the needs of our customers, keeping them in mind when taking actions or making decisions; Excellent attention to detail and strong numeric skills; Ability to grasp new concepts and terminology and learn new systems and services quickly;
Job Benefits
Here at Zenergi, we like to reward our team in numerous ways to show our appreciation for their hard work. From our Zen Points scheme, which allows people to claim points in exchange for shopping vouchers. In addition, we provide opportunities for volunteering and charity events to help our team fulfil personal objectives and to give back to the community.
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