Giacom
Data Support Tier 1 Engineer
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Giacom are the only provider of Comms, Cloud, Hardware and Billing all through one platform.
Our platform connects technology resellers and service providers to the best IT, Comms and Cloud products and services so they can create brilliant technology solutions for UK businesses.
We're looking for a Data Support Tier 1 Engineer to join our Ethernet Faults team. This is an exciting opportunity to develop your technical expertise while supporting our customers with data connectivity services, fault diagnosis and resolution.
As the first point of contact for data-related faults, you'll play a vital role in ensuring our customers receive a first-class support experience. Working alongside experienced colleagues, you'll investigate issues, communicate updates and contribute to maintaining the high standards of service we're known for.
Please note, during your initial 3-month training period, you'll work Monday to Friday, 09:00 to 17:30. Following successful completion of training, you'll transition to a 4-on, 4-off shift pattern, working either 08:00 to 20:00 on day shifts or 20:00 to 08:00 on night shifts. A 5% shift allowance applies once you move onto the rotational shift pattern.
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What You'll Be Doing
- Investigating and diagnosing data faults using multiple platforms and systems.
- Managing customer fault tickets, ensuring they are updated accurately and within agreed service levels.
- Providing technical support and guidance on our products and services.
- Handling inbound calls and customer enquiries professionally and efficiently.
- Managing customer expectations through clear and timely communication.
- Working collaboratively with internal teams and external suppliers to drive fault resolution.
- Using multiple customer and supplier portals to deliver outstanding service.
- Supporting continuous improvement initiatives and completing mandatory learning activities.
Your Skills, Qualifications, and Experience
- Experience working with CISCO, MAKO or Fortinet devices.
- Previous experience in a technical support, networking or telecommunications environment.
- Knowledge of broadband, Ethernet, EFM and MPLS technologies.
- Understanding of networking principles and IP routing.
- Strong customer service and call handling skills.
- Ability to manage multiple priorities in a busy support environment.
- Excellent written communication skills with the ability to maintain accurate ticket updates.
- Experience using Microsoft Office applications.
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What's in it for you?
- Home based working.
- Investment in your future career with a variety of learning and development opportunities.
- No dress code - embrace the freedom to bring your whole self to work.
- 25 days annual leave, plus bank holidays. You'll even get your birthday off, too!
- A pension plan for your future.
- Complimentary refreshments in all our offices.
For a comprehensive list of all our benefits, click here.
Diversity and equality lie at the heart of our values. As an equal opportunities and disability-confident employer, we encourage applications from all eligible candidates, regardless of their backgrounds. We firmly believe that diversity enriches and strengthens our team with a variety of perspectives that drives innovation.
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