1st Line Telco Analyst, Newcastle upon Tyne

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.