First Line Incident Management Specialist

Join the UK's leading independent provider of voice, connectivity, mobile, phone systems and cloud services. We are constantly growing our teams, product offerings and customer base by working closely with all of the major networks and suppliers as well as through acquisition.

Location: Nelson, BB9

Salary: £23,809.50 per annum

Hours of Work: Monday - Friday 9:00 - 17:00

As a First Line Incident Management Specialist, you will present a professional, high-level support function for our customers. The team is a first-to-last point of contact for customer incidents, and you will be expected to take full ownership of an incident until resolution. You will maintain quality and consistency of the customer experience, in line with a high standard of technical response to incidents and service requests reported by customers. You will perform advanced diagnostics to identify the best possible resolution or next-step escalation path.

Within this role, you can boost your earnings with £5 incentives for 5-star Trustpilot reviews while contributing to lead generation with just two leads per month.

Why Choose Us?

• Monday to Friday schedule – No weekend shifts.
• A fun, energetic team environment with full training and ongoing support.
• Clear career progression opportunities within Daisy.
• Make a real impact by helping small businesses grow with our tailored solutions.

What You'll Be Doing:

As a First Line Incident Management Specialist, you will learn/ be responsible for:

• Good understanding of all products and management of faults across the Daisy product portfolio.
• Knowledge of PSTN, ISDN, ADSL, FTTC and FTTP.
• Understanding of the care levels, associated SLAs and setting clear expectations with customers.
• Awareness of SLA breach processes and escalation paths.
• Completing thorough diagnostic checks to establish the root cause of a fault and then execute the right corrective action.
• Knowledge of supplier portals and logging/updating of faults on the portals.
• Strong communication skills with the ability to explain things in a clear and concise manner, both verbally and in writing to both internal and external customers.
• Sound understanding of what is covered under a customer maintenance agreement, knowledge of different system types and associated care levels.
• Ability to establish if a customer has partial, intermittent, or total loss of service and prioritise effectively.
• Good understanding of hosting products and domains.
• Understanding of VOIP/SIP technologies with ability to diagnose and progress faults.
• Understanding of EFM/Leased Line technologies with ability to diagnose and progress faults.
• Demonstrate a positive outlook and be able to give/receive constructive feedback and lead by example.
• Handling complex queries and customer escalations, taking full ownership through to identifying solutions or handing across to the relevant 2nd line function.

What We're Looking For:

• Excellent organisation skills along with good time management.
• Effective case/ticket management.
• High level accuracy with attention to detail.
• Excellent troubleshooting skills.
• Articulate, personable and a good communicator/team player.
• Ability to handle multiple tasks and prioritise workloads.
• Understand the importance of confidentiality and adhere to and respect this at all times.
• Displays a can-do attitude and have a flexible approach to work in accordance with business requirements.
• Good understanding of networking, TCP/IP, WAN/LAN, WIFI.
• Knowledge/experience of Cisco/Huawei managed solutions is desirable.
• Working towards CCNA or networking qualification desirable.
• Knowledge/experience of VOIP/SIP technologies is desirable.

What Are the Benefits of Working at Daisy?

Our ethos is simple: the more you put in, the more you get out. Here’s what we offer: 25 days holiday +