1st Line Telco Analyst

1st Line Support Engineer - Up to £28k - Hybrid/Newcastle - VOIP, Broadband, FTTC, SOGEA, EoFTTC, PBX

About Us: We're a rapidly growing tech company, specializing in tailored business solutions. Seeking a First Line Support Engineer for our expanding MSP venture.

Role Overview: Provide top-notch technical support to clients, serving as the initial contact for telephone inquiries.

Key Responsibilities:

• Log tickets, triage incidents, and aim for first-time issue resolution.
• Deliver excellent customer service.
• Adhere to SLAs for telephone and email support.
• Collaborate within a close-knit team.
• Proactively address system alerts and maintain documentation.

Required Skills & Experience:

• Experience within the telecommunications industry in a support role.
• Ability to decode technical jargon and relay in a way our customers can understand.
• Troubleshoot Broadband (FTTC, SOGEA, EoFTTC etc).
• Troubleshoot VoIP/PBX/WLR3.
• Ability to look deeper and identify root causes.
• Ability to multi-task and work under pressure.
• A desire to work as part of a team to generate fresh and innovative ideas.