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Catchwork

Poole / Global

1st line technical support engineer

Job Description

This role is ideal for someone who has exceptional customer service skills, a keen interest in the tech and ISP Industry and who is ready to step into a 1st line role and customer service support role working for a growing ISP based in Poole. This roles offers plenty of day-to-day variety as well as the familiar routine of repeat tasks.

  • Ability to work calmly under pressure, dealing with clients in a polite and efficient manner
  • Programme and Prepare kit - e.g. Routers and telephones
  • Problem solving - methodical approach
  • To have good diagnostic skills
  • To be able to take and make calls, prioritise, and action incoming support tickets, emails and calls
  • Ability to create and keep documents to help improve the efficiency – for example user guides, known issues and fixes, customer helpsheets
  • To have a good knowledge of hardware fault finding, software issue resolution, wireless technology, basic IP telephony
  • To be able to demonstrate good communication and interpersonal skills as required with members of the team
  • To have the ability to work effectively within a team and to work on own initiative
  • Complete postage and packaging for kit items
  • Complete site visits as required to help install routers/phones.

Company Workplace Pension Scheme – including annual free review

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