Technical Support Specialist - Reed : Job Details

Tech Support Specialist

• Annual Salary: £25,250
• Location: Deeside
• Job Type: Full-time

We are seeking a Tech Support Specialist to join our dedicated team, providing both internal and external customer service, provisioning hardware, fault diagnostics, and ongoing product support. Reporting to the Support Team Leader, this role is ideal for someone with a telecoms background and a commitment to excellent customer service.

Day-to-day of the role:

• Deliver an exceptional customer service experience while managing customer expectations.
• Handle faults, requests, and enquiries related to Broadband & Hosted Telephony.
• Take full responsibility for issues, ensuring resolution and providing proactive, regular progress updates to customers.
• Build and provision VoIP orders for customers.
• Provision and install hardware as needed.
• Conduct product training for customers and provide day-to-day product support.
• Navigate 3rd party web portals effectively and learn technical processes quickly.
• Perform site visits to resolve issues when necessary.
• Optionally provide out-of-hours support to customers on a rota basis.

Required Skills & Qualifications:

• Knowledge of network hardware including PCs, switches, routers, and firewalls.
• Understanding of networking concepts such as TCP/IP, DNS, VPNs, and router configuration.
• Familiarity with Hosted/IP Telephony systems and SIP Trunks.
• Excellent customer service and communication skills.
• Positive attitude and effective time management skills.
• Logical approach to problem-solving.
• Ability to work under pressure and within time constraints.
• Capability to work independently and as part of a team, managing workload and adapting to changing priorities.

Benefits:

• 20 days holiday, increasing by 1 day each year up to a maximum of 30 days.
• Bank holidays in addition to holiday allowance.
• Workplace pension.
• Company and attendance bonus.
• Long Service Recognition.
• Bupa Employee Assistance Programme.

To apply for the Tech Support Specialist position, please either apply via the link or reach out to