Technical Support Analyst


Location: Swansea

Technology & Innovation

Technical Support Analyst - FTC 9 MONTHS

Matrix Court- Swansea - SA7 9BB

Salary - competitive

This is an exciting time to join Virgin Media as a Technical Support Analyst - FTC 9 Months as you will be Responsible for delivering excellent performance for fault restoration across Virgin Media Business customer base nationally for all products on a 24 x 7 x 365 basis

Role Purpose

To provide high quality customer service whilst handling faults and other customer enquiries. Complete detailed fault diagnostics and resolution where possible within agreed company service level standards. Assign ongoing faults to appropriate technical escalation areas and notify line management of issues and problems requiring attention.

What Does a Technical Support analyst look like?

* Live and breathe the Virgin Values - Innovative & Challenging, Brilliant Customer Service, Good Resolution, and Red Hot

* Demonstrate the Virgin behaviours

* Ability to work in a high pressure environment and offer solutions as well as identify problems
* Ability to work collaboratively across Virgin Media and with our partners

Key Responsibilities

* Deal with general inbound and outbound calls quickly, courteously and efficiently in line with departmental standards, policies and procedures to ensure that all department service levels and key performance indicators are met.

* To complete detailed fault diagnostics (including remote diagnostics) utilising appropriate technical diagnostic tool. Resolve all faults within target times, and ensure all calls are logged on the system. Knowledge of telephony and WAN solutions would be ideal.

* To support engineers completing site visits for faults.

* To ensure that outstanding problems are escalated according to procedures and to continue to monitor and own outstanding problems ensuring that resolution is achieved in the shortest possible time.

* Provide support to managers, team members and other colleagues to ensure departmental service levels are met.

* Communicate with and have a working knowledge of other departments as required to ensure that all customer faults are dealt with speedily and efficiently.

* Maintain a comprehensive knowledge of all policies, processes and procedures in place and ensure these are adhered to when dealing with customers.

* To ensure that customers perceptions are managed effectively.

Essential Knowledge, skills and Experience

* Proven experience in working in a faults call centre for a minimum of one year.

* Working knowledge of Microsoft Office applications (word, excel) and general PC skills

* Academic Qualifications should include GCSE/A Levels including Mathematics, English and Science/Technology or equivalent.

* Proven commercial experience in working in a faults environment for a minimum of two years is essential.

* Knowledge of General Internetworking, TCP/IP principles & DNS is essential to provide support to Virgin Media Business customer base

* Knowledge of Alcatel, Cisco and Netgear router/switch technology is a desirable asset. Many of the products supplied by VMB use Alcatel / Cisco and Netgear equipment. Ability to remotely log onto all Customer Premise Equipment/Core Network equipment, whether it be Cisco, Alcaltel or Netgear and perform/demonstrate basic troubleshooting commands

* Basic Network fault troubleshooting skills are essential.

* A sound knowledge of IP (Internet Protocol) is essential

* CCNA / A+ and/or Network + industry certification desirable.

* Understanding of TCP/IP and the OSI 7 layer model is essential.

* Exposure to fault logging systems such as Remedy is an advantage.

* Customer service experience, NVQ or equivalent, is desirable.

* To engage with our 3rd parties and key interfaces