Posted: Posted 7 days ago

Senior Technical Support Engineer

Salford Quays, Manchester

The Technical support team are made up of highly motivated and skilled technical engineers who have a passion for driving outstanding customer service through the work they carry out each day in supporting our customers.

Responsible for resolving difficult and complex technical queries, the team have huge experience with handling ADSL, MPLS, FTTP, Ethernet and other high value and complex voice and data services.

As a Senior Technical Support Engineer, you'll play a key role in delivering the highest level of service to TalkTalk Business Direct (TTBD) customers. You will be part of a team of highly skilled engineers who provide technical support to a wide range of businesses.

Part of your role will also be to monitor and mentor the current team of technical engineers alongside managing your own technical cases

How will I add value in this role?

  • Support the technical engineers with day to day management of their cases and engineering support to key TTBD customers 

  • Provide case managed and engineering support to key TTBD customers via telephone and email.

  • Managing fault resolution within agreed SLAs with customers.

  • Undertake detailed problem and fault investigation for complex cases and manage customer expectations accordingly

  • Perform towards agreed objectives individual and team KPIs

  • Provide regular and accurate reports of all work under taken by the team

  • Carry out work flow management in line with KPIs and escalation management.

  • Be proactive in identifying potential areas of improvement in support processes.

  • Support the management team with escalations and ad-hoc requests.

What will I need in order to deliver in the role?

The role could be filled by an experienced candidate who can demonstrate the core technical skills and the willingness to learn new technologies alongside the ability to organise and motivate a team. 

You'll have knowledge of broadband technologies with experience of leading of / being a senior member of a team.

What we can offer you:

We understand the importance of recognising and rewarding our colleagues. In addition to your base salary, you will be provided with a company bonus/commission, pension scheme, private healthcare cover, income protection and life assurance. We also:

  • Embrace flexible working

  • Encourage you to participate in a development programme that will be led by you, supported by your line manager and backed by the business.

  • Offer free TalkTalk broadband and TV

  • Provide an opportunity to participate in share schemes

  • Wellbeing and recognition schemes

  • Offer a range of discounts on shopping

    On top of all this, you get to choose your benefits flexibly around what works best for you!

    As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

    We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.

    Does this job look right for you? Want to work your way?

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