Customer Support Engineer

NMS Recruit are seeking a customer focussed Support Engineer for an exciting opportunity in a thriving Telecoms business. You will be working as part of a team to deliver customer service support with a focus on delivering great customer service. Working in a busy Service Desk environment you will be a first point of contact to support clients. You will be required to ensure calls are answered and to support partners within agreed SLA's, logging the incidents accurately, assigning the calls to the relevant support teams and performing first line diagnosis to attempt full resolution on network related issues. Responsibilities To be first point of contact for customers seeking technical assistance over the phone or email; qualifying and documenting the problems raised by customer To provide technical resolution to end user Desktop and Network support incidents. Creation of knowledge base articles Send planned outage notifications for any internal/external maintenance works To manage communication with the customer regarding incident escalations and resolution. Liaise regularly with the Service Support Manager with regards to any outstanding incidents, problems, issues, or suggestions Liaise with third-party maintenance suppliers to log Incidents and thereafter maintain ownership to ensure the Incident is closed successfully Good analytical skills and an ability to define the precise nature of customer problems Other duties as assigned by the Service Support Manager. Experience • Excellent customer service skills • Experience in capturing data and inputting into a CRM system. Desirable: • Experience working in a service desk environment • Understanding of network terminology Benefits Up to £25,000 DOE • Pension • Birthday Day Off • Hybrid working • Volunteer Days • 25 days holiday plus bank holidays Important Information: We endeavour to process your personal data in a fair and transparent manner. In applying for this role, NMS Recruit will be acting within your interest and will contact you in relation to the role, either by email, phone or text message. For more information see our on our website. It is important you are aware of your individual rights and the provisions the company has put in place to protect your data. If you would like further information on the policy or GDPR please get in touch with us