At a Glance
- Tasks: Help customers with tech issues via phone and email, troubleshooting routers and VoIP phones.
- Company: Join Airband, a dynamic telecom company focused on providing excellent connectivity solutions.
- Benefits: Enjoy hybrid working, free broadband, competitive salary, and discounts on shopping and healthcare.
- Other info: Opportunity for career growth and a positive work culture awaits you!
- Why this job: Be part of a supportive team, enhance customer experiences, and develop your tech skills in a fast-paced environment.
- Qualifications: Experience in 1st line support, strong communication skills, and knowledge of networking and VoIP systems required.
The predicted salary is between 22700 - 28900 £ per year.
Job Title: 1st line Support Desk Technician
Location: Midlands
Job Type: Full-Time (40 hours per week) (Hybrid)
Job Summary
Airband are recruiting for a 1st line Support Desk Technician working out of our Droitwich office.
The role will report directly into the Support Desk Team Leader within a high performing support team on our busy support desk. You will be responsible for diagnosing faults on customer routers, VoIP phones and internal connection issues, in order to resolve enquiries and faults raised on the support ticketing system.
Responsible for supporting Airband customers, dealing with technical queries and reported faults, remote diagnostics, programming and problem-solving using cloud based diagnostic software – SolarWinds, SamKnows and cnMaestro.
The successful applicant must have experience working on a busy support desk resolving customer enquiries both over the phone and via e-mail, have knowledge of Wireless, VoIP, Cloud Voice connectivity, networking and routers.
Responsibilities
- Responding to customers via email or phone and answering their connectivity queries.
- Troubleshooting customer connectivity issues over the phone.
- Liaising with engineers, office staff and customers to organise service calls.
- Completing customer processes to log information.
- Help Airband expand by selling the product when possible.
- Assisting with other tasks when required.
- Always providing professional and supportive customer service.
Skills
- Organised and Self-Motivated
- Ability to use own initiative to problem solve in a calm and logical way
- Ability to carry out initial diagnostics for resolution on a network or via telephone
- Ambition to evaluate a customer issue and provide a resolution or escalate to 2nd line support
- Knowledge & experience on Routers and wireless systems
- Hosted VoIP and SIP telephony understanding
- Knowledge of IP networks
Preferred Experience
The ideal candidate will have experience handling 1st line technical support within telecommunications. Previous experience supporting customers remotely, as there will be daily interaction with customers, so excellent communication skills and a professional approach are vital. You will be required to enhance our customer\\\'s experience by always exceeding their expectations and by fulfilling our best practices.
Airband Benefits
- Competitive Salary of £27,295 per annum
- 25 days of paid leave a year rising to 30 plus bank holidays with service
- 5% Airband pension plus a minimum 3% employee contribution
- Customer referral bonus - a thank you for every customer you send our way
- We offer hybrid working – a mix of working from home and in the office
- Free Broadband - If you are in our coverage, you can benefit from free broadband with us!
- 20% off your monthly line rental on EE’s phone, tablet, SIM only or mobile broadband plans
- Cycle to work, Tech scheme, Healthcare and medical insurance. Dental care, and Health cash fund (dependent on the length of service)
- Airshare (employee discount platform) - discounts on everyday shopping, weekly groceries, holidays, the list is endless - save up to £1,000 a year!
- Refer a friend reward scheme – a selection of great rewards to choose from
Please note that you are required to have the right to work in the UK and we request satisfactory references as part of our recruitment process. A DBS check may be required for a number of our roles, particularly those that are customer-facing. Also, a driving licence may be required for positions that require you to be out in the field as part of the role.
Recruitment agency support is not required at this time.
Seniority level
- Not Applicable
Employment type
- Full-time
Job function
- Customer Service
Industries
- Telecommunications
Support Desk Technician employer: Airband Community Internet
Airband is an exceptional employer, offering a dynamic work environment in the Midlands where innovation and customer service excellence thrive. With a competitive salary, generous leave policy, and hybrid working options, employees enjoy a supportive culture that prioritises professional growth and well-being. The company also provides unique benefits such as free broadband, employee discounts, and a strong focus on teamwork, making it an ideal place for those seeking a rewarding career in technical support.
Contact Details:
Airband Community Internet Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Support Desk Technician
✨Tip Number 1
Familiarise yourself with the specific tools mentioned in the job description, such as SolarWinds and cnMaestro. Having hands-on experience or knowledge of these platforms can set you apart during the interview process.
✨Tip Number 2
Brush up on your troubleshooting skills, especially related to routers and VoIP systems. Being able to demonstrate your problem-solving abilities through real-life examples will show that you're ready for the challenges of the role.
✨Tip Number 3
Prepare to discuss your previous customer service experiences, particularly in a technical support context. Highlighting how you've successfully resolved customer issues will illustrate your capability to excel in this position.
✨Tip Number 4
Research Airband's services and values to align your answers with their mission. Showing that you understand their business and are passionate about contributing to their success can make a strong impression.
We think you need these skills to ace Support Desk Technician
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in technical support, especially in telecommunications. Emphasise your skills in troubleshooting, customer service, and any specific software or systems mentioned in the job description.
Craft a Strong Cover Letter:Write a cover letter that showcases your passion for customer service and technical support. Mention specific examples of how you've successfully resolved customer issues in the past, and express your enthusiasm for joining Airband's team.
Highlight Relevant Skills:In your application, clearly outline your communication skills, problem-solving abilities, and knowledge of routers, VoIP, and networking. Use bullet points to make these stand out and ensure they align with the job requirements.
Proofread Your Application:Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a support desk role.
How to prepare for a job interview at Airband Community Internet
✨Know Your Tech
Brush up on your knowledge of routers, VoIP systems, and cloud connectivity. Be prepared to discuss how you would troubleshoot common issues, as this will demonstrate your technical expertise and problem-solving skills.
✨Showcase Your Communication Skills
Since the role involves a lot of customer interaction, practice articulating your thoughts clearly and professionally. Think of examples where you've successfully resolved customer queries in the past, as this will highlight your customer service abilities.
✨Demonstrate Initiative
Be ready to share instances where you've taken the initiative to solve problems or improve processes. This shows that you're proactive and can work independently, which is crucial for a support desk technician.
✨Prepare Questions
Have a few thoughtful questions ready to ask at the end of the interview. This could be about the team dynamics, the tools they use, or opportunities for professional development. It shows your interest in the role and the company.
