DESCRIPTION

The Senior Support & Installations Technician within DB Comms is responsible for the configuration, installation and maintenance of customer products and services, working collaboratively with the rest of the DB Comms team to ensure a smooth transition from their previous service provider, as well as providing prompt and timely resolutions to service interruptions.
The role ensures the delivery of exceptional customer service, consistently meeting and exceeding agreed SLA’s in respect of customer contact and query resolution. An aptitude for technology and familiarity with cloud-based communications solutions is essential for this role, along with experience in both fixed and mobile telecoms, wireless configuration and a knowledge of challenges faced by businesses in relation to telecoms and connectivity in this rapidly evolving industry.

SKILLS, KNOWLEDGE & EXPERTISE

• SCQF Level 6 English and Maths; SCQF Level 5 Physics; ITIL Foundation;
• Experience working with Gamma, 8x8, NFON products; Experience working with Draytek and Unifi managed hardware;
• Minimum of 3 years experience working within a technical support role in the telecoms industry; Extensive knowledge of Hosted VOIP, Networking and WiFi; Experience of dealing with third party service providers
• Strong communication skills – a good telephone manner and the ability to communicate both verbally and in writing in a professional manner; Well presented with a flexible positive attitude;
• Good proactive problem-solving skills; Ability to understand the needs of our customers, keeping them in mind when taking actions or making decisions; Excellent attention to detail and strong numeric skills; Ability to grasp new concepts and terminology and learn new systems and services quickly;