Job Title: Technical Support Advisor Salary: £28,000 Hours: Rota’d Monday to Saturday, 37.5 hours across a 5 day week Sector leading benefits: Enhanced Family leave Critical illness cover BUPA Health checks Denplan Health insurance Life assurance Referral rewards programme Enhanced sick pay Bereavement leave Salary sacrifice pension scheme Enhanced annual leave Cycle to work E vehicle leasing EAP ️ Discounted gym membership Tech scheme The Role: As a Technical Support Assistant for MS3, you will be responsible for providing excellent customer service and technical support to our business and residential customers. You will be the first point of contact for customers seeking technical assistance, and your primary goal will be to troubleshoot and resolve their technical issues in-line with business SLA’s. Identify, diagnose, and resolve network-related issues reported by customers. Utilise appropriate tools and resources to troubleshoot problems effectively. Escalate complex issues to the appropriate team or department when necessary. Monitor network systems and proactively identify potential issues or abnormalities. Respond quickly to system alerts and take appropriate action to resolve them. Accurately record and maintain detailed documentation of customer interactions, technical issues, and resolutions in the support ticketing system. Ensure the knowledge base is updated regularly to facilitate efficient issue resolution. Collaborate with other teams, such as the network operations team, to identify and resolve network problems. Share knowledge and contribute to the improvement of support processes and procedures. About you: Excellent verbal and written communications skills. Strong knowledge of network protocols, routing, and troubleshooting. Proven experience in a customer service/ tech support / reactive maintenance/planning role, preferably in a network provider or telecommunications environment. Excellent problem-solving and analytical skills with a logical approach to troubleshooting. Full driving license required. But quite importantly, you’ll be looking to join a team of great people that are passionate about their jobs. That put customers first. That are one team. And are, to be fair, are pretty mega. A bit about us: MS3 is a fibre network operator based in the Kingston-Upon-Hull area with plans to pass over 500,000 homes and businesses with full fibre. As a wholesale-only provider, MS3 will enable its existing and future ISP clients to provide up to 10Gb connections to end-customers, building on their existing fibre ring through Hull and to more than 30 other locations in the region. MS3 Networks are a Disability Confident Company. Recruiters: Please note that MS3 Networks are not accepting 3rd party applications. Any unsolicited submissions will be deemed to be out of scope of this policy and MS3 Networks will not be liable to make any payments for any candidates who have been submitted against our wishes and then successfully hired either now or at a later date. MS3 are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.