Technical Support

About the job

Type: Permanent

Location: Croydon based position, but remote working is available

Reports to: Head of Support

Salary: Competitive

What are we looking for?

• 1st / 2nd line technical support 

• Weekly rotational shift work involving daytime and evening work (up to 10 PM), including Saturday

• Mix of office based work in Central Croydon, and work from home.

• Must have experience of working in the telecoms and connectivity sector.

• Essential  - knowledge of BT / Openreach procedures. Knowledge of TalkTalk, Virgin and Sky systems desirable.

• VoIP experience would be desirable

• Support covering our entire product portfolio

We expect you to share our values of:

- Innovation
- Openness
- Proactive
- Continual change

Who are we?

ICUK has been established for over 20 years. We primarily focus on supplying wholesale communication solutions to white label providers who rebrand and resell our services as their own. In broad terms we supply broadband, leased lines, traditional phone lines, VoIP, and web hosting. At the heart of our organisation is our in-house developed control panel which allows users to manage all aspects of their estate with us, and for the most part they are self-sufficient without being hugely reliant on us to action things or supply information. 

Why ICUK?

By designing and developing our platforms in-house we enjoy the benefits of automation for large parts of our operations. We are not a call center, instead we’re a team of 17 individuals spread across support, provisioning and development. As a team we work incredibly quickly responding to all member's ideas and suggestions whether that be on an individual fault or as part of a longer term solution to bring about positive change in our platform or procedures. We operate with a calm environment which is not targetted or incentivised. 

Main responsibilities

• Assist in the diagnosing of faults across all our platforms

• Liaising with suppliers to ensure faults are handled in a timely manner

• Interact with clients over tickets, emails and calls

Skills you will need or develop in this role:  

• The ability to demonstrate a keenness for the work

• Aid in the continual improvement of our platform

• Provide clear verbal and written communication of technical topics to technical and non-technical customers.

• Willingness to see through support scenarios to the end

• Desire to expand knowledge across a wide portfolio of services, platforms and suppliers

• The ability to self-start and willingness to find answers 

Benefits

We value all members of our team, and we have a track record of recruiting, training and retaining staff with a long career in mind. Here are a selection of benefits we are able to offer:

• 25 days of annual leave (plus bank holidays, plus your birthday)
• Premium level private health insurance (including discounts to gyms etc)
• Pension Scheme
• Death in service
• Bottomless tea, coffee and office snacks
• Bacon sandwich Fridays