First Line Incident Advisor

About the job

Company Description

We are the UK’s #1 independent provider of voice, connectivity, mobile, phone system and cloud services.

We help c. 84,000 direct customers – businesses of all sizes and across almost every sector – connect better with their customers, suppliers and teams.

We combine straightforward solutions, including fibre broadband, mobile tariffs and phone systems, with friendly, helpful people to support businesses with their communications needs, now and as they grow. As an independent provider, we work with all of the major telecommunications networks and suppliers, meaning we’ll always get the best deal in the market for our customers.

Job Description

We are looking for people who have a background in dealing with customers over the phone and are confident to work autonomously, within a team and with external vendors – this role would suit someone who has a keen interest within the Telecoms/IT sector and wants to build on or develop skills in fault and technical management.

We will introduce you into handling line and broadband faults, which are the foundation products to most telecom solutions within the UK.

Over time more product exposure will be provided such as VoIP and Network routing protocols which will expand the knowledge of anyone who wants to progress in this industry.

Location: Nelson with hybrid working

Salary: Between £20,000 -  £21,000 DOE

Working Hours: Monday to Friday between 8:00 - 18:00 (37.5 hours)

Key Responsibilities:

Handling line and broadband faults.

Interact and assist customers on resolving problems they are facing with their home and office environment to self-resolve an issue.

Work with our vendors for them to fix that problem through engineering visits to local exchanges or the local network.

Sound understanding of what is covered under a customer maintenance agreement, developing knowledge of different system types and associated care levels.

Developing knowledge of PSTN, ISDN, ADSL, FTTC and FTTP.

Qualifications

• Able to effectively liaise with customers.
• A keen interest within the IT/Telecoms sector.
• Excellent organisation skills along with good time management.
• Effective case/ticket management.
• High level accuracy with attention to detail.
• Good understanding of networking, TCP/IP, WAN/LAN - Desirable.
• Understanding of VOIP/SIP technology - Desirable.
• Excellent troubleshooting skills.

Additional Information

What are the benefits of working at Daisy?

Our colleagues work hard to deliver for our customers and that is why we give them the recognition and rewards they deserve for their effort

But working at Daisy is much more than just a fair salary. It’s about providing a range of benefits and opportunities to all our staff to make working with us enjoyable.

We have been voted by Best Companies as the UK's 4th best Telecoms company and we are in the UK's top 75 Best Large Companies to work for in 2022.

Our ethos is simple: the more you put in the more you get out.

Here are some of the benefits that we offer…

• 25 days holidays, plus bank holidays, and the option to purchase more!
• Professional development to help you achieve your personal goals
• Eye care vouchers available and discounted Medicash membership
• Access to discounts and savings at more than 1,200 retailers
• An additional day off on your birthday or if you're getting married
• Auto enrolment following probation into a salary pension scheme
• Access to exclusive offers on a range of Daisy products