Technical Support Analyst - Tier 1

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This is an opportunity to join a global networking and payments business with more than 1,100 employees based in 17 countries around the world.

As an integral member of the Payments Tier 1 support team, you will provide triage, first line support and effective incident management for all of their European "access" customers, being responsible for the monitoring and support of their network access connectivity using access technologies such as DSL, Wireless, VPN and Ethernet. Working closely with your peers in the UK and US, you will be part of the Fintech support team providing a single point of contact for support to meet the expectations of their customers.

You will be geared to provide proactive monitoring, clear and regular communication, effective diagnosis and speedy restoration of these end point services, promptly responding to alerts and/or customer raised issues; liaising regularly with customers, performing fault diagnosis and restoring service. The engagement and management of 3rd party 'Telco' operators is a key component of this role.

Responsibilities:

- Identification, acknowledgement and logging of all service incidents.

- Accurate logging of all ongoing service incident actions.

- Communication of faults internally, both domestically and internationally.

- Communication of faults externally to customers.

- Provide 1st line technical support and fault diagnosis for all access circuit incidents.

- Report, track and where required escalate faults with 3rd parties / suppliers.

- Identification of enhancements to event management tools.

- Perform periodic or ad-hoc analysis and reporting to support internal or external customer requirements.

- Input and contribute to continual service improvement processes.

- Reports into the Regional Tier 1 Desk Manager

Qualifications

- 1-3 years providing excellent customer service in a technical support environment

- Experience with DSL and Wireless (3G/4G/LTE) technologies

- Understanding of GPRS, LTE and VPN technologies

- Ability to handle multiple tasks and faults in a fast-paced customer oriented environment

- Solid foundation in WAN troubleshooting and network components

- Ability to handle multiple tasks / faults simultaneously.

- Exposure to ITIL v3 Framework

- Demonstrate a good standard of grammatical English and Mathematics.

- Working knowledge of PC's and office applications i.e. Microsoft Word, Microsoft Outlook.

Benefits include:

- Clear paths of progression

- Continuous training and support

- Optional Healthcare cover

- Pension Contributions (3% employee, 6% employer)

- 25 days holiday plus Bank Holidays (made pro-rata for part-time or shift workers)

- Death in Service Benefit

- Childcare Vouchers

- Free on-site Parking

When you press apply, you will then immediately receive an email with a link to the employer's career page. Only applicants who follow the link and complete the application form will be considered for this position.