Jeopardy Support Agent/Manchester/Telco/Broadband (Ref: JAG/20117)

Salary / Rate:

GBP 19,475.00-22,000.00 ( Good Benefits) 

Location:

Greater Manchester 

Rate:

Yearly 

Job Type:

Permanent 

Sector:

Telecoms 

Date Posted:

04/07/2008 

Reference:

JAG/20117 

My Telco client in the North West is looking to appoint a Jeopardy Support Agent the department consists of several teams that provide 2nd line network level support. This includes Provisioning/Faults/Account Management/Operational Support Functions/Monitoring activities for Bespoke Platforms and Switching Equipment with an effective Management Structure. The Jeopardy Support agent is responsible for diagnosing and resolving network based faults on 21st Century Networks that have fallen out of SLA or have been escalated as a High Level Complaint. This is via telephone, helpdesk ticket submissions, live chat and email. The successful candidate will support resellers on a wide range of network related faults and will offer advice where required. Taking ownership of issues and seeing them through to resolution is essential.
Be able to work to tight schedules and manage issues that have fallen out of SLA
Possess excellent communication and customer service skills
Possess excellent complaint handling skills
Able to share experience and knowledge
Willing to learn with an interest in the communications industry
Good Problem Solving skills
Working knowledge of Windows ME, Win 2k, XP and Vista is essential
Understanding of MAC OS desirable
Knowledge of ADSL and network set ups
Understanding of a wide range of ADSL hardware is also desirable
Knowledge of voice telecom diagnostics and fault finding desirable
Experience in 2nd line support or above within a telecoms or technical environment would be an advantage
If you feel this role matches your skills and experience please forward you CV on to me via e-mail to james.garvey@nesit.co.uk. NES IT Operates as an Employment agency