Voice Support Technician

Adecco UK Limited
£24,000 per annum
13 Mar 2018
25 Apr 2018
Contract Type
Full Time
Excellent Opportunity Available
Voice Support Technician
Up to £24,000
Brierley Hill

We are currently looking to recruit for 1st and 2nd Line Data/Voice Support Technician within a reputable company within the Brierley Hill area.

Covering various duties such as ADSL Faults, MPLS Networks routing and switching equipment, mainly into SME and large enterprises. As part of building a Converged Department the role with also undertake 1st and 2nd Line Voice Support tasks through internal and where applicable external training courses and Support the Team.

Key Responsibilities:
*Handling support calls and emails from our varied customers ensuring customer SLA's are met or exceeded by accurately logging incidents, problems, moves and additions onto the central case management system working from the support desk.
*To effectively manage these calls to a conclusion, delivering a "first time fix" where applicable that will meet or exceed SLA's
*You will need to allocate calls to the relevant team / resource as effectively as possible ensuring that the detail recorded is clear and accurate.
*Liaising with service suppliers for fault management resolution.
*To provide technical support to the field service personnel as necessary.
*To maintain centralized records, systems and tools to ensure they are kept up to date and relevant to the support environment.
*Working with Voice Technicians to help deliver, install and support the maintenance of Converged Telephony solutions at customer locations, as necessary, under the direction of the Project Management and Technical Support teams.
*To ensure that all relevant configurations have been completed and meets the customer requirements or specifications and that the functionality and equipment has been fully tested and explained.
*To ensure that any risks to effective completion, unplanned cost or arising issues are bought to the attention of the Project Manager and/or line manager at the first opportunity.
*To deliver all work in accordance with the project plan, ensuring that goods are secured, stored safely and signed for by an appropriate customer representative; all paperwork should be retained and passed on to the Project Manager and/or technical support office.

Knowledge - Essential
*Troubleshooting network LAN/WAN problems through to resolution.
*Troubleshooting Internet & WAN Access circuits, specifically ADSL & FTTC circuits.
*Experience with Cisco, HP and DrayTek routers/switches.
*Experience with networking infrastructure (switching, routing, VLANs, Firewalls, Wireless)
*Experience with Cisco, HP and DrayTek routers/switches.
*Experience with Firewalls & VPN.
*Managing suppliers for faults and escalating when applicable.
*Minimum 3 years' experience in an IT support related role
*Knowledge in IP Simplex and/or Complex or be able to demonstrate equivalent level of understanding.

Desirable (ideally but not a prerequisite):
*Microsoft Desktop/Server experience
*Microsoft Office including Visio
*Blackberry, Windows Mobile and Apple IOS experience
*An understanding of general voice communications techniques ideally achieved in an implementation role including VoIP and SIP.
*An Understanding of Mobile Networks to include SIM/Swaps, Data Packages, Bolt-Ons, Device Email Account Setup.
*Any exposure of Experience to PSTN and ISDN Services and Fault Incident Management.

In return you will benefit from:
*Competitive salary
*20 days holiday plus 8 bank holidays
*Company Pension Scheme
*Pension Scheme optional
*Monthly Bonus if Sales Targets are met

The above role is based on a permanent full time basis with an ASAP start available. Hours of work Monday to Friday, 8:30 - 17:30. To apply please e-mail CV's or call

Adecco UK are an equal opportunities employer and an Employment Agency

Adecco is acting as an Employment Agency in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer.