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Urfibre Linkedin · Posted 1mo ago

ISP Technical Support & Provisioning Engineer

United Kingdom

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Indexed description

UrFibre is a fast-growing full fibre broadband provider committed to delivering exceptional connectivity and customer service.


We are looking for an ISP Technical Support & Provisioning Engineer to join our technical support team. This is an excellent opportunity for someone with technical support or broadband experience who is looking to develop their career within the telecommunications industry.


The successful candidate will manage customer support tickets, troubleshoot broadband connectivity issues and carry out customer provisioning tasks using documented procedures



Key Responsibilities

  • Manage customer support tickets from initial contact through to resolution.
  • Communicate with customers via telephone, email and ticketing systems.
  • Troubleshoot broadband, router, Wi-Fi and connectivity issues.
  • Provision broadband services and complete administrative tasks accurately.
  • Escalate faults where appropriate.
  • Maintain accurate customer records and support documentation.
  • Deliver a professional and friendly customer experience.



Requirements

We're looking for someone who has:

  • Previous experience in IT support, technical support, broadband support, telecommunications or a service desk role.
  • A basic understanding of IP networking.
  • Experience troubleshooting internet connectivity problems.
  • Confidence using web-based technical systems and administration portals.
  • Strong written and verbal communication skills.
  • The ability to explain technical issues to non-technical customers.
  • Excellent attention to detail.
  • A willingness to learn ISP, fibre broadband and telecommunications systems.


Do you have any experience dealing with the below?

  • Technical Support
  • Customer Support
  • Prior knowledge in fields related to: Broadband, Fibre Optics, Telecommunications
  • Internet Protocol (IP)
  • TCP/IP
  • Wi-Fi
  • Routers
  • Network Troubleshooting
  • Service Desk
  • Help Desk Support
  • Customer Service
  • Ticketing Systems
  • Technical Troubleshooting
  • Networking
  • Communication
  • Problem Solving


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