Since its inception in 2005, Evolve has been driven by a commitment to revolutionise the support provided to hard-working multi-site brands often overlooked by traditional technology providers. Our tailored approach addresses the unique challenges faced by these brands, emphasising exceptional technical support and customer service. This covers GDPR Compliant Guest Wi-Fi, SD WAN Networks, Managed Wi-Fi/LAN Infrastructure, Broadband / Leased Lines, Network Security, PCI Consultancy, and structured cabling.

JOB SUMMARY

This role is responsible for ensuring that Service Levels are achieved, by providing prompt and effective resolution to incidents and problems that require specialist technical skills to resolve across our client base. They also work closely with the Infrastructure, Operations and Delivery teams to ensure that new systems and services are implemented smoothly, are configured, and maintained so that through their lifecycle they operate in a robust and effective way for the business.
Shift Patterns include 4 x 7am-7pm shifts, 4x 7pm-7am shifts, 4 days off

KEY ACCOUNTABILITIES

• Providing detailed advice and guidance to all customers in the effective use of systems, products and services covered by the team
• Identify and investigate problems to diagnose underlying causes and help customers to recover and continue operation
• For all requests that cannot be resolved immediately, provides an effective interface between customers and service providers supplying all necessary diagnostic information, according to established procedures
• Uses judgment to set priority for resolution, monitor progress and apply escalation procedures for problems not progressing satisfactorily
• Management of all customer Incidents and Requests ensuring all calls are resolved within agreed timescales and escalating where necessary.

Please refer the Job description for details