Support Technician

About us

b4b Group are a fast-growing technology business, whose objective is to provide high quality technology solutions tailored to individual customer requirements.
Our goal is to maximise operational effectiveness and make work easier for our clients using cutting-edge workplace technology. Our expertise and experience lies within Telecoms & IT.

The role

Based in our Belfast offices, the Support Technician is responsible for assisting the Operations Director in delivering a first-class support service to all b4b Group customers.
Acting primarily in a 1st & 2nd line support capacity, resolving issues remotely or escalating to a Telecoms Engineer or provider.
The varied role requires a team player who has the ability to manage their time efficiently and priorities or escalate technical issues to ensure a prompt resolution.

Key responsibilities:

- Provide technical support to end-users via phone and email.

- Assist diagnose and resolve faults with Network Services, Internet Access and both Cloud Based and On-Premise Telephone Systems.

- Raise support tickets for incoming customer issues via telephone, email or escalated by an Account Manager.

- Escalation of complex calls to the relevant support team member.

- Participation in out of hours support on a rota basis.

- Liaise with third party suppliers and contractors and follow escalation paths as required.

- To take ownership of support issues and seek closure ensuring all relevant support procedures are followed.

Experience/Skills:

· Excellent Communications Skills, both verbal and written

· Outstanding organisational Skills and attention to details

· As this is a technical role, must be able to demonstrate a technical aptitude

· Proven experience in a similar customer facing support role.

· Previous 1st line support experience or equivalent.

· Knowledge of Network Services, Wifi, Mobile Technology and Telephone Systems would be advantageous but not essential as full training provided

· Strong knowledge of Microsoft and computer literacy.

Benefits:

· 25 days holiday plus bank holidays

· Healthcare

· Bonus Scheme

Job Types: Full-time, Permanent

Hybrid & Office Based - Boucher Rd, Belfast.

Salary: £25,000 - £28,000 per year

Schedule:

• Monday to Friday (9am – 5.30pm)

Job Types: Full-time, Permanent

Pay: £25,000.00-£28,000.00 per year

Benefits:

• Company pension
• Employee discount
• Free parking
• On-site parking
• Private dental insurance
• Private medical insurance
• Work from home

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus scheme

Work Location: In person

Application deadline: 26/04/2024
Reference ID: Support01