Hell Desk Vacancies
Right, job vacancy. This time with less fail on my part than last time.
For starters this time I acquired a job spec which I have in a .doc file if people want it and will put down at the bottom of the post behind a cut. Role is in Stoke Mandeville, which is to say near Aylesbury.
They're apparently looking for solid tech skills as although it's listed as L1 it's pretty much everything bar actually getting access to the servers and some previous new starters have been having problems hacking it.
Poke me for an e-mail addy if wanted rather than having me advertise it to the world.
Job Profile
B2B L1 Support Engineer
This is a key role within the B2B L1 Support area of the business, providing 1st/2nd line technical support to a technically savvy (Nildram, F2S & Pipex Business) broadband customer base. This role will be part of a team that provides 24/7 technical support facilitated by a rotating shift rota.
Key Functional Responsibilities of the Role
To trouble shoot and provide 1st/2nd line support to broadband customers experiencing a variety of technical issues e.g. ADSL (BT Wholesale IP Stream and LLU), dial up, ISDN, e-mail configuration, DNS, hosting or server issues via telephone and e-mail
Logging all customer interaction on a customer ticketing system (Remedy/ Fusion)
Ensure the highest percentage of calls are resolved at first point of contact
To send or escalate calls to BT Wholesale, Open Reach, Engineering departments or to B2B L1 Support Team Leaders when needed
To progress existing faults, by keeping customers informed in a timely manner until their situation is resolved
To carry out technical call back request generated from other departments
Act as the primary contact with BT Wholesale/OR for all ADSL faults
Chasing BT ADSL or OR LLU tickets via eCo, Seibel or telephone
General ticket administration to ensure customer faults are continuously in the right work queues
Remain up to date and aware of the technical support issues, IT policies and best practice methods
To contribute effectively and enthusiastically to company, team and individual objectives
Position Reports to
B2B L1 Support Team Leader
Key Areas of Interaction
Broadband Customers
3rd Line Engineering Groups
Sales
Customer Care
Provisioning
Billing
BT Wholesale
Open Reach
Key Areas of Experience and Skill
General skills and experience to include:
Experienced in technical customer support, possibly with a technical help desk background
Organised, with well developed verbal and written communications skills
A high quality customer support approach
Methodical approach to problem solving and attention to detail
Ability to work individually and as part of a team on a rotational shift pattern
Ability to learn about new communication technologies as required and share them with the team
Technical skills to include:
Strong technical knowledge of the Internet e.g. ADSL and dial up
General basic knowledge on TCP/IP
Good knowledge of Microsoft Windows
Good knowledge of Unix
Good technical Knowledge of Networking
Good technical knowledge of web platforms
Good knowledge of mail platform, IMAP, SMTP, POP3
Good knowledge of DNS
Exposure in mail clients and servers
For starters this time I acquired a job spec which I have in a .doc file if people want it and will put down at the bottom of the post behind a cut. Role is in Stoke Mandeville, which is to say near Aylesbury.
They're apparently looking for solid tech skills as although it's listed as L1 it's pretty much everything bar actually getting access to the servers and some previous new starters have been having problems hacking it.
Poke me for an e-mail addy if wanted rather than having me advertise it to the world.
Job Profile
B2B L1 Support Engineer
This is a key role within the B2B L1 Support area of the business, providing 1st/2nd line technical support to a technically savvy (Nildram, F2S & Pipex Business) broadband customer base. This role will be part of a team that provides 24/7 technical support facilitated by a rotating shift rota.
Key Functional Responsibilities of the Role
To trouble shoot and provide 1st/2nd line support to broadband customers experiencing a variety of technical issues e.g. ADSL (BT Wholesale IP Stream and LLU), dial up, ISDN, e-mail configuration, DNS, hosting or server issues via telephone and e-mail
Logging all customer interaction on a customer ticketing system (Remedy/ Fusion)
Ensure the highest percentage of calls are resolved at first point of contact
To send or escalate calls to BT Wholesale, Open Reach, Engineering departments or to B2B L1 Support Team Leaders when needed
To progress existing faults, by keeping customers informed in a timely manner until their situation is resolved
To carry out technical call back request generated from other departments
Act as the primary contact with BT Wholesale/OR for all ADSL faults
Chasing BT ADSL or OR LLU tickets via eCo, Seibel or telephone
General ticket administration to ensure customer faults are continuously in the right work queues
Remain up to date and aware of the technical support issues, IT policies and best practice methods
To contribute effectively and enthusiastically to company, team and individual objectives
Position Reports to
B2B L1 Support Team Leader
Key Areas of Interaction
Broadband Customers
3rd Line Engineering Groups
Sales
Customer Care
Provisioning
Billing
BT Wholesale
Open Reach
Key Areas of Experience and Skill
General skills and experience to include:
Experienced in technical customer support, possibly with a technical help desk background
Organised, with well developed verbal and written communications skills
A high quality customer support approach
Methodical approach to problem solving and attention to detail
Ability to work individually and as part of a team on a rotational shift pattern
Ability to learn about new communication technologies as required and share them with the team
Technical skills to include:
Strong technical knowledge of the Internet e.g. ADSL and dial up
General basic knowledge on TCP/IP
Good knowledge of Microsoft Windows
Good knowledge of Unix
Good technical Knowledge of Networking
Good technical knowledge of web platforms
Good knowledge of mail platform, IMAP, SMTP, POP3
Good knowledge of DNS
Exposure in mail clients and servers