Airband are recruiting for a 1st line Support Desk Technician working out of our Droitwich office.

SKILLS:

• Strong communication & IT 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.
• Great customer service skills.
• Knowledge & experience on Routers and wireless systems.
• Hosted VoIP and SIP telephony understanding.
• Knowledge of IP networks.
  The successful candidate will be joining a team of highly motivated individuals with a positive and proactive approach to driving the business forward.

PREFERRED EXPERIENCE:

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.
The role will be based at Airband’s Droitwich head office and will be full time Monday to Friday. Airband prides itself on flexible hybrid working and upon successful completion of a probationary period, working from home for up to two days a week is available.

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 and fault finding on the Airband network and customers equipment in order to resolve customer 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 – Solar winds, 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.