Hatfield Secure Technical Support Analyst
Morson Talent
- England
- Permanent
- Full-time
- Provide highly professional customer service interactions.
- Create and maintain knowledge management resources.
- Close the loop on escalations and complaints.
- Perform diagnostics up to the 2nd line, including router diagnostics.
- Act as an SME for customers and their solutions.
- Resolve technical incidents at the first point of contact where feasible.
- Train team members on new products/services
- Provide expert technical support for both internal and external customers.
- Undertake personal training and development aligned with departmental needs.
- Take responsibility for incident management.
- Excellent communication skills – verbal and written.
- Outstanding customer service skills
- Proficient IT literacy
- Good Networking skills
- Ability to achieve Cisco accreditations.
- Proven ability to resolve issues promptly and share knowledge within the team.
- Proactive management of customer interactions
- Ownership and resolution of complex customer issues with minimal supervision
- Exemplify role model behaviours within the scope of responsibilities.
- Personal: Demonstrate empathy and understanding towards customers
- Simple: Communicate complex concepts clearly and concisely
- Brilliant: Innovate and excel in all endeavours
- ITIL4 Foundation
- Ability to obtain/retain relevant security clearances.
- ISO27001 awareness
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