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1st and 2nd Line Data/Voice Support Technician

  • Location: West Midlands
  • Salary: £24000 - £28000.00 per annum + Car, Laptop and Benefits
  • Job type: Permanent
  • Sector: IT & Information Security


1st and 2nd Line Data/Voice Support Technician - West Midlands - £24k-£28k + Car, Laptop and Benefits.

We are recruiting for a 1st/2nd line Data/Voice Support Technician for our client based in the West Midlands. They are a solutions providers within the communications market, they provide telecom, networking, cloud and IT solutions to SMEs across the UK.
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):

  • CCENT/CCNA
  • 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.



Personal Qualities

  • Must be Dynamic and flexible and have a can do attitude.
  • Must be a problem solver and be able to take on any challenge even if this is outside your comfort zone.
  • Extremely polite, helpful and customer focused.
  • Resourceful and hard-working.
  • Capable of working within a close-knit team.
  • Good communicator with the ability to remain self-motivated and focused on organizational goals.



Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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