Technical Support Analyst

• Resolving faults, and providing temporary solutions
• Take responsibility for the fault from first contact to resolution
• Diagnose and understand customers’ faults with broadband, lines, email, wireless, VPN, routers and VOIP
• Liaise with other departments with regard to customer issues/faults
• Report new faults to suppliers
• Chasing suppliers for updates and progression of faults
• Contacting Openreach engineers regarding line faults and SFI engineers regarding Broadband Faults
• Keep up to date and aware of the technical support issues, IT policies and best practice methods
• Register/transfer domains and configure POP3 email accounts
• Configure and troubleshoot POP3 / Exchange email clients
• Troubleshoot VOIP issues
• Resolve specific issues within 15 minutes (register new email, basic email config, router config, IP addressing, NAT/port forwarding, 1st Line IPPBX/PBX configurations)

• General basic knowledge on analogue and digital technology
• General knowledge of Microsoft Windows
• General technical Knowledge of networking
• Basic knowledge of PBX and PDQ equipment
• General knowledge of ISDN technologies
• General technical knowledge of the internet e.g. ADSL
• General basic knowledge on TCP/IP
• Basic technical knowledge of web platforms
• Good knowledge of mail platform, IMAP, SMTP, POP3
• General knowledge of DNS
• Exposure to mail clients
• Previous experience, preferably in telecoms

• Live within easy commute of High Wycombe
• Have a full UK drivers licence
• Comfortable working in a target driven environment
• Can communicate clearly on all levels

Opportunities for promotion from within