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Technical Support Specialist

Technical Support Specialist

As a Technical Support Specialist, you will be working alongside a team of dedicated specialists providing expertise across the Connexin network. You will serve our customers and resellers to ensure that we provide smooth and rapid repair to voice and broadband faults whilst also providing exceptional customer service..

Job Type: Full time & Permanent
Location: Hull
Salary: £20,000 – £22,000 per annum (DOE)

Who are we?

Founded in 2006, Connexin is driven by an entrepreneurial spirit and world-leading technology. We specialize in award-winning IoT solutions, hosted telephony services, high-speed connectivity, and low powered networks and we use these to build smarter, more connected cities and communities. We have successfully deployed and built multiple carrier-grade networks across the UK, supporting thousands of residents and businesses. We’re on a mission to “Enrich Lives through sustainable innovation and the unique power of the Internet.” Are you up for joining us on the way?

What will you be doing?

  • Support Connexin Engineers working on the front line liaising directly with our end users 
  • Identify and raise incidents 
  • Provide support on a variety of telecommunications products such as voice services and broadband 
  • Liaise with, and escalate to, external suppliers and other Connexin departments to ensure minimum disruption and downtime to customers 
  • Owning the resolution of customer issues in accordance with processes and policies 
  • Working to achieve determined SLAs, quality standards and other KPIs  
  • Liaising with internal and external stakeholders to achieve the most efficient and appropriate solution  
  • Able to utilise initiative whilst making valuable contributions to the team  
  • Able to prioritise own workload through use of effective time management skills 

What are we looking for?

  • A sound understanding of Network Technologies such as Fixed Wireless access, Fibre and LPWAN including Protocols (Static, OSPF & BGP, VLANs, ACLs, VPNs, SNMP and MPLS)  
  • Understanding of Network platforms including Cisco Catalyst Series, Cisco ASR Series and Cisco Meraki 

What experience do we require?

Essential Experience:

  • Proven experience providing support in a similar or 2nd line support function within the telecoms, IT or Broadband sphere